Broken tombstone

I have a problem in 2016 I lost my husband he had a funeral policy with 1 life all went well, the pay out no hassle. Problem started a few months later when a lady from Gratitude send me a message about a tombstone that they can provide as part of my husband policy, I told her I will be doing that in a years time, she sent me a brochure with tombstones that were covered that I will not pay for at R5000 and those I can pay for if I want to upgrade. I upgraded to a tombstone for R20500.00 which I paid and the tombstone was made after a hassle because she forgot when I needed it and she did not have an installer apparently she found someone and was delivered a day before the unveiling that was in June 2017. Fast forward in 2019 in September I called the lady from Gratitude to complain about the tombstone said she is no longer there and will send me the number to call for assistance she never did phoned through 1 Life they transferred me to their new partners Met Gran and I explained to them the tombstone fell and got broken the lady at reception said she were going to discuss the matter with others and get back to me, she never did until I phoned them the following month and they said they cannot help me. I'm desperate to have someone to help because I paid a lot for my husband's tombstone but in 2 years it was broken and no help. Also want to find out why I was made to pay the whole amount instead of the difference because there was already R5000 that the tombstone was covered for free. I feel the tombstone was not properly installed because when I look at other tombstones have a slab built and the stone placed on top of the slab my husband's was just placed on the soil which is why it fell down.