My husband took a lifecover with them

My husband took a lifecover with them.i made a claim,send all documents required.and they paid quarter of the amount as I had to take some documents to the doctor to fill.They then got back to be to say they can't pay the remaining money due to some information my husband ddnt disclose. I then sent an email requesting an audio recording so that I can listen to it and make sure they explained to my husband the terms and conditions. Till today they are unable to send it to me. On the email I clearly stated that I want to listen to the audio but till now they haven't been able to provide me with that audio.