Pending payment since April

So I see that Hollard is not keen at all when it comes to paying out because me and my husband are still waiting for them to pay us since April. We lost our 14 year old son in a tragic accident in April, so we claimed with Hollard they kept on dragging till we borrowed money an buried our son hoping they will pay soon off which they did not till today, when we followed up with them after few months of burial they said they did not get the postmortem they want it in order to pay us, so we contacted the police investigator who was in charge of the case he told that postmortem reports takes years to come out there are cases before us that still waiting on them.

Now my question is how can the make us wait years for reports that are beyond our control yet they are still debitng their money every month still? What is it thats more important isn't it the fact that we pay our premiums accordingly and when we need that money to bury our loved ones we don't get it is that fair? And on top of that when we joined with them we don't recall being told of postmortem holding payments before joining in no one makes us aware of that no one only when you claim it is brought to your attention. As it is we wish to cancel but we can not because the account has to be active until we get our payment that's if we will ever get it. This insurances must be closed down or be under government because they sucking us dry, by we have 2 policies and non of the 2 payed us instead they told us one of the policies has lapsed of which was not true.