Doves is trying to con us out of our funeral policy

The way doves treats the grieving is deplorable. Our family recently suffered a devastating loss, fortunately my mom had a policy with doves for over 20years the value of the premiums alone exceeded the policy’s worth but that’s besides the point. My mom covered my uncle and he passed almost 2 months ago and we have yet to receive a pay out. They have sent us from pillar to post and every time we comply they move the goal post and create another hurdle for us to jump over. They have given every excuse not to pay out and the amount is less than 20000. Watching my mom try to get through this time while these people treat her like this on top of the pain she’s in makes me sick. If this doesn’t get resolved honestly we are willing to escalate the matter because I’m sure they’re doing this to a lot of other people