Quick for money but dont want to pay out

My father was paying for a Life Insurance for 4 years. He passed away on 25th December 2020 and now that we want to submit a claim, all of a sudden the policy dont exist. All statements shows that the instalments was paid up to date monthly so how can the policy not exist. Nothing can now miraculously not be found on his name or ID number but payments went through every month. I have all statement to proof that it was paid. I have requested a claim form but am still waiting to be assisted. Phoning their call centre is also to no avail you wait for ages.