Alexander Forbes and Employer Life insurance

Alexander Forbes has a life insurance plan that will pay you out 3 times your yearly salary. This plan usually compulsory from an employer. My son passed away while attending a work function. The trustees decided that only his contributions will be paid out. An agreement letter is forwarded to you and you have to sign in order for the claim to be processed. An endless amount of similar and exactly the same paperwork and emails later, 9 months, you get a mail with proof of payment. Is the employer or Alexander Forbes misleading an employee with the promise of your loved ones been looked after when you pass away.