Absa extended cover

I bought the short cover insurance from absa and my car I was involved in Occident three month back I put my claim on bro link they paid the 138k without any hustle than later I made claim for short fall cover with absa iv been sended pillar to post though I got policies documents with me....I laid complaine to complain department they said they can't find my name or my policy thought I sended them the policy document .....am not happy at all cos am paying 57 k of the short fall while am having policy with absa