Short payment on claim

On the first of October 2015 I logged a claim with Hollard for a hospital plan insurance on the 5th of October they declined the claim due to negligence. After a hassle of a month and threatening to log a complain to the ombatsman they responded asap to my claim. A payment was made also a short payment after a week , on Thursday the 5th of November 2015 I called to query this a lady by the name of Ayanda then promised me a manager will call me latest Friday the 6November it's today already the 9th and no communication has been received from Hollard as yet.