Accidental death not paid till now..

I had always respected this insurance company until my family gets a terrible experience with them concerning an accidental claim outstanding from May 2023 after documents requested were submitted ....till now each time i call i get different stories worse part the deceased is the owner of the policy who was their loyal client for some time....but on his absence the benefits he signed for are delayed...i thot your company have changed but no it clear it for business more than the clients and their loss..