False information

My grandfather passed away in December, and he had a policy with old mutual. So after his death my grandmother went to old mutual offices to find out what is going to happen with the policy. She was informed that a large sum of money will be paid out to her in 5 to 10 work days. Today is day ten, so when enquiring about the money from the call centre this morning, she was informed that the money will not be paid out at once, but in small installments each month. So my question is, why do we hear one story from the branch, and another story from the call center? And when did they decide that she will receive installments instead of one amount, and why was she not informed? So we are receiving false information from someone. She was told she would get the money in one amount, and that is what she wants.