Most of life insurance policies have exceptions. For example, they won't pay out if you commit suicide. So the conditions of the death must be assessed against the insurance policy before payout.

It is kind of weird. Why does a life insurer have 100,000 employees. I'm really only familiar with term life. All the "customer service" is pre-purchase. Once you buy it, you forget it other than making the annual payment. There's nothing to manage, no real customer service required until and unless you die.

I suppose whole life where there is a cash value and investments being managed might have a more ongoing service need, but I'm not familiar with that.