Rejected insurance claim

My late husband was a client with the unlimited unfortunately he passed away in November last year when I went there to do the claims I did all the paper work they want and they even call asking for more and I did sent hoping the claim will go through but they never get back to me I send follow up emails they never responded until today 11th of February I had to go to their consulting branch they told me it was rejected cause his contract was left with 2 to mature they to relapse it cause he is no more but in November the did deductions when there was a payment which was done is it how insurance policies goes