FNB adding to our grief during our bereavement

I cannot believe how FNB Life is not able to assist us in getting our claim resolved. My Aunt is on my funeral plan, added June 2018, unfortunately she passed on last week, we have been up and down to the hospice as well home affairs to get a copy of the notice of death form to no avail. We have all the other required documents, including a death certificate but no clear way forward as we were advised by the FNB life contact center to get a copy of the form from home affairs, and that also did not work. Does that mean that I have been paying for her cover in vain? If I have a death certificate and they can verify the death due to natural causes, why can my claim not be processed. Talk about adding to our grief. Very disappointed in FNB, as a client who banks with you I am extremely disappointed.