Please help

Actually I'd love to ask and get help if possible as I'm confused. My mother passed on while I was still in high school and my uncle took over in taking care of me as he was the only breadwinner at the time. 6 years later he also passed on and at home we received a letter from Woolworths head office if I'm not mistaken as he worked for Woolworths, about insurance money. I received a call from the head office and the lady who called told me to send my bank statement and other documents to their so they can finalise everything. I prepared everything and my uncle's ex girlfriend who happens to be the baby mama said I should give her my documents and she'll send them at work. Okay I did that but what I don't understand is she came back a few weeks later and said Woolworths said I'm over 18 years so I can't get anything from the insurance money my uncle left. Is that how you do things?