funeral policy payout

I have recently lost my son, this was in March. A week before the funeral a field worker came to assist me and my sister to open accounts, her name was Evelyn, she opened cheque accounts for us. She also made a call on my behalf to claim as i had my son as on my policy, I spoke to the agent and gave everything that was required from me. When i was done Evelyn asked me. what is the cause of death on the certificate , i told her its stated UNNATURAL CAUSE and she said the payout is suppose to be double. Was surprised when fnb paid, it was only R14000. Ever since i have been sending endless emails, no response thus far only automated responses.