failure assist with my claim querry

I went to nedbank to do a claim on my accidental cover of which i did with nedbank in 2010, i joined through landline and i was told that when i claim i must just go to the nearest bank but today when i got it was different and i had to do it telephonically ,okay i called them and the lady on the line said to me she cant assist me and i need to get number and call them because its another company working under nedbank but when i joined i was told its nedbank. I refused to take their number because i joined nedbank insurance not another company.all i need is that they pay my claim or they refund my installment from the 1st day of joining till today