Refuse to pay

Good day I hope you are well. I am writing this letter on behalf of my wive. My mother in law passed away on 25/03/2022. We submit our claim forms last week Tuesday. But didn't received any money. We was supposed to borrow money to do the funeral.we buried my mother on the 02/04/2022. We also submit beneficiary appointment papers but all of a sudden it's not right. They send us up and down and today they want a letter of authority. Can you assist in this matter because it became a problem and it's serious. Our humanity and integrity is damage Thanks