Tired of the back and forth

Hello I need assistance please, a month ago my father passed on. I took out a funeral cover with discovery. I have now been residing in China for 3 years. My mom submitted all documents and we have constantly done affidavits that state my mother cannot get my id certified as I have it with me in China. She then certified my birth certificate because that’s all she has. She called me and we spoke to the officer showing that I have my passport with me and he still refused to stamp it. Why is it that they are refusing to pay. I was also asked to write a letter stating my mom should receive the money on my behalf. It’s been a month of sending documents and affidavits. Please this is frustrating, I cannot leave China just to get my id certified 🤬🤬🤬. I sent an email when I relocated, it’s been known that I’m not home. No one said it would be a problem if anything happens that I wouldn’t be able to claim. This is highly frustrating, my mom also having t call every other day for a month now. I’m sick and tired of this shiii. Someone help, y’all are absolutely unprofessional and rude. Most of your staff is rude. I will write to Discovery too. I’m absolutely tired of this. You are being difficult on purpose