Waiting for claim

I put in a claim for my deceased aunt which i had 2 policies the they paid out the other one they dragging their snce two weeks back and we even bury my aunt without getting the payout what i don't understand is all my policies at doves i paid every month and pay all same day but why can't they paid the second one and still I'm paying my premiums i had proof to show that I'm paying the game that they playing with me is not nice that's why i wrote to hello peter and i send emails no respond we trying to phone still they don't help me please help