DGH Doves funeral service

My dad and I have experienced the most appalling service from DGH on behalf of DOves. Almost 10years with the funeral service, this is our 2nd claim in that long and its the worst. Submitted Tuesday the 15th for a death/funeral claim, we keep sending ID copies of the deceased and because they do not want to pay, they keep rejecting the copies we are sending. How is it that when we send ourselves those copies they are crystal clear but they see nothing. It is Saturday the 18th-burial day and we are in the worst space.