Capitec funeral claim

I have a funeral cover with capitec funeral, they were supposed to pay me double the cover amount for accidental death, I was given forms that had to be filled in by the investigating officer, they were all filled in together with the case number, they asked for postmortern results I had to wait 2 months for the results to be released i sent them to capitec bank, now they want toxicology report. it seems to me that you are just looking for a reason not to pay. the detective advised that it might take years for toxicology results to be released. Are you saying that I must wait years for my claim to be finalized. this is really unfair not the treatment i was expecting from Capitec funeral. The detective is also suprised that you guys want the toxicology when many people got paid even without the the report. Why is my case any different