Unprofessional

After my mother's passing we went to check places where she had invested/saved some and Old Mutual had a number of her policies. We made a claim and the big amount on her Retirement investment policy has not been paid it's been 10months now. Recently on Monday they said that amount was non-existent yet manier times it has been confirmed by the branches that it was the available amount. What is going on? How does your system show an amount as existing then not exciting anymore? We've wasted money and time on this claim for months!!