Unhappy with policy payout

My mom has received the worst service ever. She had a funeral policy with Nedbank For R40 000.Finished the 6 month waiting period. She submitted a claim and was paid R33 414. When she asked why the short payment, They said it was due to a penalty for a missed premium which she had gone into the branch and paid.

Someone needs to contact us and tell us what is happening. Infact, we need the difference paid to us.