An inconvenience caused

I am so frustrated.... lost my aunt last week and put in a claim. Provided every single document they required, and now the death certificate is not certified as I scanned the original document for emails. I stay in Joburg and the deatj certificate is with family in the rural areas of KZN. I am.now expected to tell a grieving family to go to town and certify a document even though it coincides with the notice of death form... no man guys its too micj to deal with honestly.