Short payment of funeral claim

On behalf of my mother, here is her story. 1. I upgraded this policy in September 2013 at Durban Metropolitan office assisted by Nokuphiwa Mbatha (Metropolitan representative). 2. Early January 2014, I received a call from Nokuphiwa, informing me that I needed to deposit a top up amount to Metropolitan Absa account, which I did, so that the policy can be upgraded. 3. She called again, confirming that the policy was in force. 4. In July 2017, my mom passed on. I then launched a claim through Metropolitan Durban offices. 5. I was shocked, when informed that Metropolitan will only pay me R12 000 instead of R20 000. 6. I requested the Durban Metropolitan office staff to launch a complaint about this situation, yet I have no received any feedback and I am still being charged for the policy.