Complaint for claim

I had policy making sure that Iam safe with my family, I join the policy January and iam paying it.When I join the policy.The agent said it was special you must add 16 poeple the cover is50 thousand. I join at pick n pay .Then my cousin was attack by poeple and passed away so I call Hollard to make arrangements for claim ,what a shock the guy said my poeple was not added its only me and the beneficiary. After five month no call no contract receive they just receive payment.The agent ask me to send letter.I send letter to the complaint department after 5 days feedback said the mistake was with them they did not made recording that time they are apologized just like that .Bear in mind I promise the family to assist but till now they still waiting for me.Really hurt.