Funeral Claim not paid

I have a funeral plan with Standard Bank a cover of R30000 for my mother and R15000 for my brother, my brother passed on the 26th of September I claimed and I was paid R10000 instead of R15000 and have been given a run around I have since lodged a complaint with the FSCA and they are also refusing to give me the recordings where it was confirmed twice that the cover is R15000 lucky my calls are recorded on my cellphone thanks to technology.