Policy number ***

My mom passed away on the 14th of July 2022. She had a payed up policy with Metropolitan. I made an enquiry about that policy and I was told that I can not make a claim because it is a paid up policy and she was no longer paying premiums. I did my own research about paid up policies and I found out that, a paid up status allows the policy holder to keep the policy in force without continuing to pay the premiums. This means that the family will receive a portion of your death benefit if you die, but you will not continue to pay the premiums. Why is Metropolitan Life refusing to pay a portion of my Mom's death benefit from her paid up policy?