Refusal of payment

****MER STAY AWAY . My mom took out a policy for her Brother with them , shes been paying 5 years with no issues, unfortunately he passed away tragically and we had to bury him by borrowing money from people. The issue is that the what 3 stamps the BI as when we call all the time they say , the stamps are not clear , the mortuary is so frustrated they what a requirement email with a letter stating exactly what they want . The consultant at Emerald life told us straight they don’t do such as “ people don’t read their emails “ the mortuary NEEDS that . Our lives are threatened because people want their money back.