you add more burden to already broken hearts

People warned us about discovery life. That they will look for every excuse not to pay a claim. When my mom was diagnosed we wanted to put in a claim for illness. We then realised that my late brother was still the beneficiary and even listed as her spouse and son and that one of her names was incorrect. When we wanted to update the beneficiary we were told we can't because there's a claim in process. After being sent from pillar to post and demanding to speak to a manager I was advised to cancel the claim and update the beneficiary. That's what we did. After all the drama we had my mom decided that we should rather leave the claim. Such things become exhausting for a terminal ill person. My mom has passed and now we are told the updating of the beneficiaries needs to be investigated by the legal team. The reason we're getting is that there was a claim and then the beneficiary were updated. What does this mean? Do you know and understand that you're dealing with peoples lives and that you add more burden to already broken hearts. This can't be right.