Life cover not paid up

My mother passed on in October 2021 till date her life insurance has not been paid out. They request the most impossible things everytime you submit what they asked for they ask for something else. You have no direction as to what exactly is needed , no one even knows at the call center. Its so impossible to get most of the documents they require especially 10 years old medical sealed records. My mother was a loyal member and never missed a payments