Woolworths account insurance.

I got a call from Woolworths finances or something like that at the end of 2022, informing me of my late mom's account insurance that had to pay out R2000. When I went to the store they told me that it has elapsed. Why did they have to wait a whole 2 years to give me a call about an account I wasn't aware of. So they had to wait until it was almost elapsed so they can forfeit that money.