Trip Mate review: Death of a spouse before an insured trip

We were going on a cruise this July and my husband died 3 weeks ago. I am still going but with a friend who just lost her husband. I filed the claim the day I got his death certificate and it has been a joke. They said they also needed an obituary. Then they needed a cert of cremation. Now they say I didn't send in a death certificate and they said the first one I sent in didn't have my name on it or my relationship to him. We;;, I'm looking at it and of course it does. Now I'm reading all these reviews and see that they are known for always asking for more documentation and dragging their feet. I had to buy another ticket for my friend. They react like this has never happened before and I'm sure it happens on every cruise because of the age of passengers. It shouldn't be this difficult.