Insurance claim

T I have been trying to close my late mom's account for the past 3 weeks now and I'm still not getting any assistance. I went to clearwater mall and submitted the documents and nothing was done, I called the number that Woolworths gave me and I was told to email the documents which I did. I am still receiving messages and calls that's she's owing yet she had insurance to cover the balance. I'm trying to claim from their insurance but no one is assisting.