Claim Denied & Policy Rescinded

Doesn't happen often, but every now and then a claim will get denied, and the policy rescinded because the insurance company "obtained additional information from a health care provider....serious health condition denied on app..."
In this case it is with Medico, and their HIP plan for the dead husband of a client of mine.
Never real sure how to have this conversation with the customer. Any advice before I call her?
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