Angry

I submitted a claim with American Swiss Vangate Mall 2014. I submitted the original slip and affidavit. After submitting the claim we read a letter from TFG stating we need to submit a claim form. In that time my dad was diagnose with cancer and didnt have alot of time left. He than pass on. After my dads passing i contacted TFG regards to the letter i received for the claim form to be filled in. They than said they cant pick up anything with our id number we must have the letter they send to us with the number on. At that time we couldnt find the letter as we moved place and chuck away alot of paper work and we taught the letter was chucked away. Today we unpacked a few of our boxs and i came across the letter we were looking for and now the claim department is stating that there is nothing they can do. They took the original document of purchase and on the letter it states they received my claim and the claim will pend until they receive my claim form. What must i do now. Why must i pay insurance and i cant claim. I did submit the claim when it happend. Please help. I will not walk away from this. Im an honest person and i pay my insurances to be covered in an event.