breach of policy agreement

Bad communication s**** or ***** in old mutual , my father had policy for each and every one of us and he covered my sister's child with R15000.00 and the child died while she was only almost 2 yrs old . When we went there for claim they requested everything and we delivered all the documentation they wanted and they promised to pay the claim within 24 hrs and they told us if we are lucky the money will be release less than 24hrs . 24 hours pass my father went to check what was the delay cause we cant put the child more than 3 day without burying the child , guess what they told him the money was paid and delayed by the bank and it was only R3000. what I don't understand is why the child's cover was not explained to my old man if all this is above board.