Money has been reinvested without permission.

My parents app**** for a policy to be paid out. The broker, Derick Dingwall first said no problem the full amount will be paid out. Then there was a story of the papers only being submitted a week before the promised payout date. Now the money has apparently been reinvested (without authorisation) and only a third of the can be paid out. This money belongs to my parents. The full amount must be paid out. They will decide with whom to reinvest.