DOVES IS NOT WHAT THEY SAY !!!!!

My mother passed away during September 2020. She was 90 years old. She had 4 funeral policies, of which only one had me, as a beneficiary. Three of the policies paid out within 2 days, except Doves. Doves requires a letter from the Master of the Court, as a beneficiary was not appointed. I have sent to them all the documentation, and more, that was sent to the other three funeral firms, where she had her policies, but Doves persisted that a letter must be obtained. My wife and I, both pensioners, had serious trouble in finding the Master of the Court and after 4 hours of queuing we were told that they could not help me as, her death certificate reads that she was married, as she was actually a widow and that we must go to Home Affairs to rectify it. After spending 6 hours, waiting in line at Home Affairs, we handed in the needed documents, only to be told that to issue a new death certificate might take 4 years. Does it mean that in 4 years time I have to stand in line for another 10 hours just to get a letter to get Doves to pay out the policy. Throughout all this we kept on communicating with Doves, but they remained adamant that the letter must be provided. The purpose of a funeral policy is to help, the family in sorrow, to cover the cost of a funeral and NOT to let them queue for 10 hours. Is it possible that Doves is trying to make it so difficult for the family to claim, that the family decides to leave the claim and then Doves won't have to pay out the policy ?