payment of claim

After two years of being a member of One Pet, I submitted a claim for emergency vet treatment for my dog. The claim came to R2774.43. the claim was submitted on 17 June 2015. I was finally paid out on 28 October 2015 - the amount settled by One Pet - R970.00 even though I was assured on a number of occasions by call centre staff that payouts were only less 10% for admin. No explanation as why the tremendous discrepancy, no covering letter or request for further info from the vet if required.