Doesn't want to pay shortfall

Am insured with King price and i took shortfall policy with them. My car was hijacked last month (11 July 2017) and is not recovered even now. King price requested the settlement from my bank and they paid the bank a certain amount and there was a shortfall of R74.000 they didn't pay for the shortfall. The time when the dealer structured my contract i was having a shortfall from my previuos car which was financed with the current car. The insurance didn't request for the contract/Agreement between the dealer/ bank so that they can see what are they covering me for. We were not gonna have any issue now if they requested tye information from the begining. On the dealers OTP they put the shortfall as accessories. Now king price does't want to pay the shortfall that i was paying for it every month. Anyway my legal team and ombudsman will deal with them for me. Am just tired of the insurances that are robbing people.