Refused to pay out a claim

Good morning My my has insured her brother with hollard insurance that she took frm pep, which is under hollard, so now his brother has passed away last year September nd the fimily ddnt have our contacts, so we ddnt knw that his late until last month bt my mother was paying the insurance since, we call the insurance to ask if we can put a claim, the agent that waz helping us was very helpful nd said that they will need also a letter that is stating why dd we take long to claim, so we dd email all the documents, bt wen we r doing de follow up, they responded that they cnt help her bcs its more than six months, bt at first the said we should send de document they cn help us Your help will be highly appreciated Thank u