Hollard not true to their word

I took out a motor extender insurance plan with Hollard in 2013 and claimed in December 2015 - Claim no HWML*** for a gear control unit that needed to be replaced. According to my contract that I signed with Mr Leaveil Baker, they promised to pay R12,000.00, however, they only paid R3500.00 towards a R14,500.00 claim and when I queried, I was informed that according to my contract, I would only be paid out R4000.00 irrespective of my claim type, however, according to my contract, this varies. I sent several emails to Mr Shiraz Suleman who informed me that Mr Odendaal would revert - I am still waiting for a response since the 18th of December 2015? Very disappointing service from such a well known insurance group.