A failure to pay out what belong to us and silence as responce

My mom had a life cover with 1life, she passed away on the 20th of July. When we submitted a claim it was declined and we're told the life cover was downgraded to accidental cover only..by who and why we do not know. Why on earth will you cover someone on the accidental policy who is not even using a car nor a bicycle? Maybe this is their way of getting away and excuses. We were given all excuses, and we requested the written report as well as recordings to date none of that information was sent to us. We are very disappointed with 1life. Who on earth has a right to change a person's police and fail to give what is asked to support the change. They always advertise as good and genuine businesses who pay within 48 hours, to this day they haven't returned to us. If one was or is willing to take up a policy with them, please do not for your own peace...liers. They will further hurt you, sending you from pillar to post even in your most painful moment of loss.