Hi Mary,

Sorry to hear about the loss of your mother and these issues.

First, we are not the company that sold your mom her policy. Our agency represents dozens of insurers and we have no record of her or you in our systems. Furthermore, we have never had a claim denied for a decade-old policy. It's actually impossible for any life insurance company to deny paying a claim for an active policy that has been in force for 10 years. If I had to guess, your mom had a term policy, and she outlived it. Or it could be that she was behind on a payment(s) and died after the 30-day grace period expired.

You should call the insurance company that issued her policy and ask why they aren't paying. They should explain it to you.
If you want an in-depth explanation of how final expense policies payouts work, check out this article: https://choicemutual.com/blog/how-long-does-it-take-for-final-expense-insurance-to-pay-out/