Disappointed

My mom passed on beginning of the year, I notified Hollard in Feb, we submitted everything they asked for and it is October now they keep asking for more documents, sick leave, sick notes while my mom was a pensioner, she was 64 years old when we took the policy they did run all the test and everything was fine. My mom took this policy a year ago but they want 2021 statements to prove that mom has an income. What does that have to do with this policy? I'm very disappointed and I'm more worried about I also have a life policy with them, when I'm gone my son will suffer like this