STANDARD BANK INSURANCE

my mom insured her son in law, so he past away in a car accident before first premium can deduct, but what thy said is that if it an accident even before the premium can deduct they will still pay out but now they're refusing to pay. My mom submitted all the document they requested

please assist us. my mom names are, LERATO RATSHIDI CELL : *** ID NO:*** POLICY NO: ***

THE DESIST NAMES ARE, PHOKOJWE JOHANNES SITHOLE