Scary tactics

My client and I are busy with a claim on the credit life and funeral cover benefits that they had as a couple linked to their debt review. We have given ALL the documents we can. All other insurers paid out so far and they received even lesser documents than you guys. The Master is even accepting the documents we submitted to issue the Executorship letter. Every time we submit something a new requirements features. We are now expected to furnish you with the post-mortem report. Never in my life as an advisor did any insurer request the post-mortem report. I enquired with the detective and he confirmed that it can take up to 12 months for the report to be issued by the doctors. We live in South Africa my friends? Is this the norm in how you deal with claims or is this a stalling tactic not to admit the claim? Do we have to be worried?