Disappointed

Helo Peter I'm very disappointed on 1life insurance...last year we lost a brother we submitted a claim they asked us for other documents wich we did send then they sent us a form and said we must take it to the doctor but now my brother was staying in gauteng and he's originally from kzn which is where we stay we went to joburg only to find out that....the doctor moved from the address written on the card...now my mum who is the beneficiary got a call today from 1life insurance saying they not gonna pay coz we took a year to submit all the documents ....unfortunately we were not aware of the terms and conditions of this insurance and it wasn't explained to my mum since she's 60 years old I don't think she did even read it...so I would really like to hear from them that how do we solve this issue..i mean the whole point of having insurance is to make things easier for our loved ones that we leave behind and making sure they are well taken of when we No longer there but with my family it's not the same...1life just opened a healing wound....