FNB life sucks

My late husband had a funeral cover and life policy with FNB for which I am the beneficiary. He passed away on the 07/12/2019, we tried to get the money in order for us to bury him but we could not. As we were told that we need to have his medical record for the past 10 years. I advised the consultant that this is impossible as how would we be able to get that information from which doctors as he was not that sickly before. We were informed that they will not pay out unless this record was received. I had to borrow money to bury him, South Rand Hospital told me that I have to pay R620 for them to get the medical record and have a doctor sign it BUT this will take 30 working days to be done. I am pretty sure that if my husband knew that this was the case, he would have not taken a life and funeral cover with FNB. We still waiting for SouthRand Hospital to give us this record and FNB has not at least released the funeral cover money, nothing. I am really lost for words and do not know what to do. As the manager of Southdale manager called FNB life and I spoke to the consultant they also advised me of the report that they need for the past 10 years. He told me that in this situation chances of them paying a slim cause of the death certificate but he might be wrong as he does not deal with such. No documents have been submitted to FNB as we still waiting for the medical report and there is nothing they can do. Can someone please help me in understanding this. Is there no other way of getting the money to pay for my husband’s funeral? Is there no form that I can give SAPC to sign and we can get this matter resolved?