1life do not want to pay for the life cover my husband had

My partner passed away in October 2025,I discovered he had a life cover with 1 Life I submitted required documents however they keep on waiting some documents that i already sent claiming is not what they need

I was told to go back to Forensic department to get those documents however i was advised the documents i sent to them are correct, this has left me in debts and we are unable to live with my kids,my partner had this cover so his family do not suffer when he is gone.