Sanlam not living up to their promises.

Sanlam sky's death funeral cover says sanlam will double the pay out if the cause of death is due to an accident and i recently lost a brother in a car accident an they refused to double the pay out saying that he was hospitalized for more than 14 days, my question is where is that written on the agreement that was signed by both parties, if this was an amended clause to the contract was it communicated to the client and how was it communicated? No one gave me an answer to this question and the payout that was agreed upon was not fully paid. They claim to pay within 48 hours and a claim that was done on Friday was only paid Wednesday.