complaining about the claim

My grandmother passed away on the 15 January 2018 and she was covered for the funeral R10 000 and tombstone cover R7000 . I submitted the documents on the 17 jan but Martins payed me on the 31 after 4 days after the funeral. They gave only R6000 instead of the total amount of R17000 they are making stories. Plz help me to get the remaining balance