Worst service from EDISCOVERY

I logded a claim (No: ***)after my car was involved in an accident , after assessment my car was deemed a write off. When I took out the policy I also requested to have a shortfall cover on my plan and as such i won't have to pay anything in case of any event.The settlement is 170.492.34 but Discovery only paid R164.200 to the bank without any explanation, I tried to contact Fulufelo Sadiki who is a claim consultant and her supervisor Natasha Badenhorst to at least explain to me why is my claim not settled in full since I have short fall cover on my plan ,they never respond to my emails ,I even beg them to call me as I can't find them on their direct lines but they never do.The level of unprofessional that I was subjected to is appalling, I'll NEVER Insure my assets with them again. I'm definitely taking this up with ombudsman