Unfair treatment

Last year in May I lost my Dad and since I have been sending documents to 1life as I'm the Beneficiary there's always a story when I make follow up they ask for same documents I decided to visit their office they told me it's not a walk in office as they record everything telefonecally which I feel it's not fair and again they ask for medical history which I don't have 6yrs ago things my dad had stroke and 2 days later passed away, now it's been over 6 months asking for one thing they said the documents are not clear and now I'm going back to Versity and I need the funds for me and my Siblings