Hollard life doesnt pay out

iv been struggling to claim life cover of my late father. i have submitted all the documents they require but now all of a sudden everytime i call them they hung up after saying postmortem report is missing even though i try and explain that there was no postmortem done because of the nature of his death. and a report of the cause of death from the hospital and doctor was provided to hollard. It now seems to me that Hollard is running away from paying out the life insurance claim.