Doves funeral home policy cancelation

Is it possible to close the policy when the beneficiary has made an attempt to claim & a spouse of the deceased policy holder who is not the beneficiary policy member comes & cancels & the beneficiary who is the son of the policy holder is willing to keep the policy continuing. One of the branches have allowed such a process when the benefiary tried to schedule the appointment to go submit then are the policy was closed by the spouse because they were not agreeing on how to spend it. It is now said by the branch the beneficiary has forfeited the claim without being informed of such a decision as a beneficiary!

Please assist.