Misrepresentation-Misleading clients into purchasing policies

In 1993, my mum took out a policy with Old Mutual and as she reached retirement age of 65 in February of this year, she put in a claim in March. The 1st response was that there was a surrender value and that the policy was re-invested on 1st March 2021 and will mature in 2066(at the age of 110!). My mum pursued this matter at branch level, telephonically and via email until July 2021 and to summarize, these are some of the responses from Old Mutual from the branch to the arbitration department. They continued to harp on surrender value even though the MEMBERSHIP CERTIFICATE clearly states that the policy matures when she reaches retirement age. My mum pointed out on various occasions that the policy wasn't being surrendered but had reached maturity because she had turned 65 in February 2021. The next argument was that: "The illustrative maturity values on the duplicate contract provided to you are incorrect and do not match the illustrative maturity values you were provided when you originally took out the policy". This happened because, in 2014, an ERROR was made in the process of generating duplicate contracts. However, my mum's duplicate policy is dated 14/03/2002-long before any errors could have occurred. The covering letter on the duplicate(14/03/2002) has this statement: "Please note that this certificate shows all your benefits and replaces all previously issued certificates.". Furthermore, on the membership certificate, the very first line states: "This certificate confirms that you are entitled to the benefit listed below". Our trust in Old Mutual has been badly shaken. Does one take a policy in good faith as explained by the advisor, pay premiums for approximately 30 years and find that the company that one had such trust in is making all sorts of excuses not to pay out the claim and especially if the policy formed part of a person's retirement plan. How much more painful to experience such reluctance on the part of a company that you trusted so much to honor their commitment to a client when she has no way of starting afresh as she is a RETIREE and cannot adjust anything at this stage. Her maturity value is projected at R400000. Obviously, as stated, she may not get that figure but an estimate close to it. She's being offered R50000(one eighth of the MATURITY VALUE) as a surrender even though the policy has MATURED which would render a surrender obsolete as a policy. Clearly we cannot accept this...