Hollard refusing to do pay out

My mother joined the insurance fwe years ago.she insured us.what we dnt understand is that.in June we lost our brother. And we could not get hold of hollard until We reached them on Facebook and told them we want to clam for June and after we got my claim I want to close the insurance.they just close it.we sent them an email they said they not gonna pay out because my brother was over age if he was 9 years they were gonna pay.what confuses me is tha when my mom joined my brother was over32 years old and they did not say anything of age they just deducted the money.what do I do now.