Receptionist in charge of filling in documents

So my mother was in a serious motor accident few years back. She is still under going treatements. She can’t work nothing. She did her will through Old Mutual. So she got her will in place good stuff. When visiting my mother she showed it and what a shock to find that 3.33, 3.33 and 3.34 was allocated to her benificieries giving 10% she was told that would be 100%. All of a sudden when red flags came up the Old Mutual lady said o it must be a mistake from the receptionist she will correct it and email the correct one. Really something so vital and your excuse is that the receptionist made a mistake. So where is the other 90% going how can someone in your company still be working there. We will be taking the matter further and looking at ***** here. To Old Mutual you nothing but a signed piece of paper which the receptionist fill in after they have your signature. Beware