Policy not paid since last year

My late brother had life and funeral policy with metropolitan and unfortunately he had an accidentally death.. 7k was paid for funeral cover they said 3k was for admin fees. Now we made life cover claim last year September. I ddnt know that accidental claim needs doctor medcal report n employers sick note reports. They gave us to those forms to fill n we did they told us they will make claim for us up to date nothing happend they taking us like fools by taking up and down I don't knw they want us to give up or what but today my brother paid this compny every month so that his family will not have financial Budden wen his late like now bt it's the opposite. M not happy at all