Hollard Dont want to settle my son's funeral cover amount

Hollard dont want to keep to my policy amount cover which they also confirm on their recorded line. I still cant believe they are quite regarding my funeral cover claim. My son past away last year November and at first when I claimed the consultant registering the claim told me my son is covered for R20 000 and but then Hollard paid only R5200. I called Hollard and the Consultant by the name of Lysander told me the new legislation bide them to only pay R5000. I requested for the call when the consultant confirmed R20 000 to be the insured amount. Instead of them doing that, they then sent another R5000 and then Timothy who I think is one of the manager then changed their story and said the legislation says they must pay R10 000. I then again asked for the initial call when the consultant confirmed R20 000b or they must pay the rest of the claim amount but they didn't. Timothy just said a lady named Mantsi will call me and she never did and now Timothy is not answering my emails and they still haven't settled the rest of the claim amount.