Capitec Funeral Cover

So yesterday afternoon I received a call from the consultant with the feedback after 3 weeks and Im told they won't pay because they need toxicology report. My first question is, how long does it take to come to the conclusion that they want toxicology report?
Which could not be answered.
Second question was what does toxicology report have to do with the fact that a person died of poison because toxicology report states the type of poison that killed the person and also the amount that was found, which for me doesn't make sense because the amount was enough to kill my brother.
This is just emotional abuse, because I am still trying to deal with the loss and them requesting all these things and digging is just opening wounds because as a family we still don't know what really happened and for capitec this is just a joke that they want all these things and there is a case opened at the police station, a case number is stated on the documents since I submitted a police report. My question is if I do get the Toxicology report, what else are they going to request? Is the posmoterm report not good enough that it does state the reason for death?
I have honestly been so abused by capitec during the time I am going through the most with losing my brother.