Partial payment on claim

I took a mechanical and electrical cover for my home and vehicle at an additional fee. I was told I would be covered for REPLACEMENT value, now when I claimed for the turbo on my car (cost to replace @ R20050.00) I have been paid out R5000.00. I have queried it and to date no one has come back to me, my query has been forwarded by the agent I spoke to but your complaints department are silent.