Wronfully assisted

My mom was insured for years from the day sge started working she had educational policies(Tertiary) FOR BOTH MY TWIN & I. Also policies for incase she got sick &needed to pay hospital bills and once it all happened. She never got a cent, even the money she had been paying her entire life of paying the insurance. When we went to enquire with her they told us the person we were assisted by for the insurance had passed on so they couldn't help us and that was it. Kindly please assist us we feel that our mom was wrongfuly assisted