Jackson National Life Insurance Guarantee Reserve Life Insurance my mother paid all her premiums monthly now won't pay the claim Jacksonville Illinois

My mother passed in April of 2019 , she left an envelope with a letter from an insurance company stating thank you for choosing us it also said there was a 133000.00 policy , we called them they denied it , then 10 mos. later we receive a letter from a diiferent life insurance company saying they received a letter from SS and they needed us to contact them about this policy , we did , 5 months later they still have not paid out the claim and they have repeatedly stated they were only going to give back the money she paid for payments on this policy , we were like no sir she gets the full benefits , when you call them they won't talk decently to you they keep requsting the same documents over and over again , surely there is some one higher up then them that can be contacted