Funeral policy payout

My mother passed on in January 2025 after undergoing surgery, I then contacted capitec insurance as she had a policy with them and I was a beneficiary, I submitted the claim then instead of them paying they told me that they want a postmortem first which was strange as my had the same policy with FNB and they paid within 24 hours of receiving the documents and Capitec has still not paid because I still haven’t received the postmortem from the police.