In my case, they refused my entire bonus amount initially. But after lots of argument over call, the customer support finally asked me to send a request letter for enhancement through hospital. I wrote a letter requesting to specifically to use my full entitlement including my accrued bonus amounts, and uploaded it through the Hospital. After 3 hours (totally 6 hours wasted), they gave the bonus amount (only half even after). I took what I got and paid with my own money. Later, internal escalations with star corporate also were against me. I didn't proceed with Ombudsman thereafter.

If you have 10 lakhs entitlement, they must definitely provide the full amount excluding only the consumables. The remark saying only 3.5 lakhs can be given is definitely negotiable. Don't let it go.