claim not received

My dad mr. Jayantilal pithani has purchased health insurance policy from max newyork and policy no. Was 395158363 . He was not well and admitted to hospital on 29 th sept 2014 and unfortunately he died in this. On 11 th october 2014 . And after this we submitted the claim on 29 th nov 2014 and todays 2 nd march 2015 . We not get any money frm them and the customer care saying goto the office and the person in office always says that within 7 days you wil get. So pls help us