The Sad Bereaved Family

Im writing this with such sadness anger as I dont understand how can a company be so cruel.My sister passed away in August & we contacted Gems regarding her medical reports for the past 5 years as this is needed for her lifecover she took for the house. The insurance company called Gems & they were told that this must be requested by the family. The husband called Gem and they requested for a letter of authority which was sent to them, all of this was done in August. Two weeks ago the spouse called to follow up and he was told he will only be given medical report history for 6 months and cant give him the ones for 5 years yet this was never communicated and if the spouse didnt do follow how was he going to knw all of this and it was said that they will email the documents to him by Thursday ( 2weeks back) the latest. Today its now two weeks later and we havent received any communication or the medical reports.I called in to follow up and was told that we need to log in with their app but how do we do that while the person who had the login details is deceased. I requested to speak to the team leader who is always not available to answer calls, for the past 2month we have been calling we have never spoken to a team leader/ manager, the 1st agent I spoke to hanged up the call in my ear how rude hey. The 2nd agent kept me on hold forever and I told them Im going to call through out the day until I speak to their team leader. The sad part is that this has been going on for two months we dont get any positive feedback they taking us back & forth. If we dont get the medical report it means the insurance wont pay and it means my sister's husband & kids will be staying on the street because of person/s who doesnt want to do their job they are really taking us for granted and we are going through so much pain and sadness.Never expected such inconvenience and unprofessionalism from such reputable company as Gems Medical Aid.if all we have requested its been done what stopping them to just email the document.