Home loan death cover

My son inlaw died in a mva on his way to work on sibanye mine where you are tested for alcohol before allowed entry. He died in hospital 0n 22_10_2020 His house loan was insured by hollard and now they are requesting documents unobtainable in our goverment system. It seem they are delaying payment and the interest in the loan is escalating Standard bank in the meantime is demanding payment