Super disappointed and discust

My husband passed on 30th of january 2025 We had a Hollard protective bond. I submitted my claim on 19th of jan 25 at first all was good up untill i realized that only a big part of the policy paid to the homeloan account i was phoned prior of payment and was told( the amount that was paid was calculated by hollard not that was given on bank documents) , if there is any problems i can resubmit for another payment i followed up via email and phone on following dates 14.03 submit of more dokuments 10.03 follow up on outstanding amount 12.03 submission of documentation to higher authority 20.03 asking for assistance from brokers office to also try to follow up was invain On 25.03 submitting documents yet again reason being a full payment can't be done if a person skiped a payment or have a 2nd bond on original homeloan for 1 we never skip a payment and 2 we did not have 2nd loan on our homeloan account On 09.04 following up yet again just to be told nothing has been done regarding this matter and no final paymet was made.