Unpaid claim

Good day, my name is Jannie Tarentaal, i submitted a claim on October 2022 and i was told to bring the blood results, the detectives told me that the blood results could be found within 6 months or even a year, i called them and told them that but now when i submitted the blood results the underwriter sent sent me an email said the claim has been closed. How can it be closed when i told them that the blood results will take so long for me to find.