Discovery global education policy let down

Late mom had a global education policy with then. Mom passed in 2019 and it's been an uphill battle to receive payment from them regarding my younger brother. His special needs and attend a workshop and they take forever to reply to emails and they are very impersonable. Isn't it mom was contributing to this policy? Why not just pay it out. Shocking service to say the least. Constant re submission of the same tedious documents. And still awaiting reply...