Pathetic payout for pensioner

28.01.16 my nephew passed away,my mom is the policy holder.We went to the Hollard offices in Protea Gardens and Kagiso assisted us,he highlighted docs we needed to take with to Maponya mall. We took the docs with the following day and by Thurs my mom was send an sms that Hollard needed more docs. We faxed those docs to Nozipho. By Friday the payout was not made yet even though the funeral was on Sat the 6th Jan. 8th Jan we went back to Protea Gardens to enquire about the payout and Kagiso showed us notes on the system that the request was put in on Fri the 5th and it will take 48 hours for the payment to reflect. He then turned the screen to our direction when we asked how much is the payout is going to be and it showed R10.600,Even at Maponya mall this was the amount the consultant confirmed. NOW on the 9th Jan my mom receives an sms with payout amount of R5400. We went to Protea Gardens to get clarity only to be told that Kagiso made a mistake with that amount, now how is it that two employees can make the same mistake?The sales person never told my mom about this ridiculous amount because mama would not have signed up for this, is this what you do to pensioners?No documentation