Funeral policy ts&cs

Iam a paying client with capitec I have a death in the family I went into claim they sad that since the death certificate is saying the death is unnatural there is a police report that needs to b completed I did it much to my surprise the want the post mortem report which will only be available after 6months and only then will they pay the accidental cover never did they mention this in thier ts&cs it's only now with the claim that we come to know of this and mind u it's not the first time when i claimed for my father the investigated me they said I must make an appointment with them which institution does that why can't they make an appointment with me cause iam the client but this is what this bank is thinking about thier clients can somebody give me advise as to how do I deal with this which means I have to go an make an additional loan to bury my loved one in dignity