What was the absolute worst part of trying to handle an insurance claim for a family member during an emergency?

I am a UX design student doing a research project on how broken and confusing the financial and insurance systems are when a family crisis hits.

Too often, one person handles all the financial decisions. When they have a sudden medical emergency or pass away, the rest of the family is left scrambling to find policy documents, passwords, or figure out how to even initiate a claim while dealing with extreme stress.

I am trying to design a concept that prevents this "information silo" and makes legacy planning and emergency access actually human-centered.

If you have been through this, I want to hear about the friction you faced:

• When the emergency happened, what was the first hurdle you hit trying to access their insurance or bank details?
• Was there a specific piece of paperwork or "rule" that delayed everything?
• Did you find out about policies you didn't even know existed?

Any stories or vents about how the system failed you during a critical time would be incredibly helpful for my research. Thank you for sharing.