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Trip insurance refund

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I booked a Paris vacation early February of this year adn since it was an international trip I paid $125.00 bucks for the travel insurance.
Two days before my departure, my fatherI unexpectedly died from a heart attack.
Now I've been trying to get a refund from the insurance company. I faxed all the required documents two weeks ago and so far nothing.
Any one have experience dealing with trip insurance? I have called and they say the recieved my documents but no decision has been made.
What type of decision has to be made? It was a death. It's been a little over 2 weeks and I'm not sure how long it usually takes. The women on the phone said she had average time but to keep checking back.

Any suggestions to keep things moving along?

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