Accelerated Death Benefit: Expectation vs Reality

My mother passed away on 2 August 2020 and she had a life policy with 1Life. 1Life advertises their life cover comes with an accelerated funeral pay out benefit which means you don't need additional funeral cover as they pay out a small portion of the life cover for funeral costs. I would like to share my experience with 1Life's service regarding this accelerated funeral payout in the 2 days since I notified them of my mother's death: The expectation, when they say that the funeral portion will pay out within 24 hrs after all required documents were received, is that they require minimum documents for the funeral benefit. I was told by a consultant that they will need the death certificate, bank confirmation and certified ID copies of the person making the claim and the deceased. That was yesterday. This morning I spoke with 2 different consultants - one which told me it's an issue that I sent them an abridged death certificate?????? (I still don't understand what this is about because the other consultant says the death certificate is fine), and one which have send me a list of 11 documents they now require which included medical reports and history. I truly belief that for the full life claim, these 11 documents are not unreasonable to request and I would gladly submit them and I fully understand that it will take some time to process, but for the funeral benefit, these documents delay and frustrate in a time where you urgently need cash to pay for funeral costs. So from what I've experienced so far, it has become clear that there will be no money available to pay for the funeral this week. I would advise anyone to take out a straight-forward funeral cover from somewhere else so that you know you have funds when you need it.