Frustrating Claim

Car was ****** on 5 Feb and alerted King price as soon as a few hours later. Claim was authorized and payout was made 3 weeks later but Tebogo Seiso processing my claim for some reason put aside if not ignored the top-up cover i had taken with them on the car. This was then the beginning of the 2 week long process, the same lady came back 2 weeks later to say that they will be covering about 35% of the shortfall, obviously with a push from my side which shot my cellphone bill up x6 for February alone. After getting her email on the cover i immediately responded to her asking for clarity on why only 35% would be attended to, to which she responded she would advise shortly, and to my understanding shortly means in no time, meaning this would not stretch to a day or more which by the way has unless if she meant 2 more weeks before i hear from her then maybe 2 more weeks to reaching a conclusion with a push for sure. These guys never communicate or anything or even try to clarify anything but hey they NEVER miss the day they should be debiting our accounts.