benefit paid incorrectly!!! and there's no accountability!!!!

I am writing this on behalf of my grandmother, who was treated unfairly with regards to a claim. She is listed as a beneficiary on her brothers policy/investment and has 40% benefit. however Liberty had the audacity to inform her that she must go look for the other beneficiaries and claim as a group. After that has been done, Liberty went ahead and finalized the claim and ONLY paid the 2 beneficiaries 100% of the benefit without communicating or giving a reason why my grandmother didnt receive her split. when she called the call Centre their advised that the payout was made to the other beneficiaries and it was settled in full. we are so puzzled on how was that done and who decided to IGNORE the fact that my grandmother has 40% benefit and decided to pay the full 100% benefit to the other beneficiaries!!!!!!!!! what negligence is this, i don't know if Liberty is running or a what how do you explain this mess!!!!.