unable to be help

on the 16 September 2020 i called gems to inquire about my late sister's medical report that was requested by the home loan insurance, medical scheme requested that i am not a relevant person to speak to and we must email the letter of authorization, id of the person appearing on the letter & deaths certificate of my sister documents were emailed to gems on the same day we later on the month called and was told the matter has been taken to high authority. today i called and i was told that gems is unable to assist with emailing the medical report what we told is we need to login with my sister's details to able to retrieve the information needed for insurance my question is how do we do that because the person is no longer around her simcard not working we unable to do anything.

what the medical aid is saying to us is they are unable to help with something that it will determine the future of a young child who is staying with her father and the father not working unable to pay the monthly installment of a house now. so if he wont get the information and sent it to insurance then that surely means that the house will be taken from the parent and child.