Unpaid claims because there is no documents

Hi i wrote this on behalf of my sister she is not educated so she can write. Last year she was paying for funeral policy with AVBOB. There was no problems until the person who was paying for passed away. She couldn't get hold of the documents to claim because one of the family did not want to give papers to so. E relative because of his grredyness. My sister went back to AVBOB to exllain what was going on but there was no help, she just left and no one had try maybe to help her to get her money she supposed to claimed. My problem os why the manager did not call or try to help her some way, but when becoming to deduct her premium there were no problems but when us the uneducated client face the problems there is no one in the management to help or explain what procedures we as client can follow.