Underpayment of my Claim

I had a policy with Old Mutual, and then in August 2013 I lost my job, and I went to their office in Middestad in Bloemfontein to report that I'm not working anymore, and I will pay cash every month, the lady who helped that day gave me their banking details to deposit there, after some time, I went down hill and I could pay my premiums, I went back to the office to report I won't be able to continue paying, that lady told me that my mom's policy of this number : ***. is paid up, I need not worry about paying it anymore, but when my dies, they'll pay me, so on the 4th May 2022, passed on, on the 5th May I went to the Old Mutual office in Rocklands, Bloemfontein, to submit the documents, and they said to me I'll get my payment within 48hs, after few hours I got the message of payment of R496, I thought maybe it's for air time or maybe for transport, the following day I went back to the office to ask what is that R496 for, and the lady told me that that is the claim that they've paid, I asked them Why is it R496 and not R32 000 that I'm expecting, so I'm asking a help from Hello Peter to ask Old Mutual what happened to the money I should get

Thank you so much