Money heist by Impilo Plus Insure

On the 28th of January my grandmother lodged a claim with Impilo Plus Insure for the death of a relative. She submitted a claim and it was approved but she never received a pay out from them to date. The company claims to have lots of claims from their members. My granny had to take loan from loan sharks to bury her relative and these has affected her health. Shes even afraid to cancel the policy because she will lose the claim.