B3 Funeral Services

Hello, please help, I have a problem with B3 insurance and funeral services, I have a funeral cover with B3 and now they don't want to pay so that I can pay the funeral costs of my grandmother, at first they said I didn't sign one of their forms, after signing the form they're are saying they don't accept a temporary death certificate, Home Affairs write a supporting letter to explain why Home Affairs didn't print the original death certificate, affidavit from police station submitted, still they don't want to pay, please help me to resolve this problem