Funeral policy claim

I am very disappointed with FNB Funeral, I've submitted the claim of my dad on the 22 January 2020 but today is 28 January 2020, I've submitted all documents they need except the page that they needed to proceed with my claim however I approach the Department of Home Affairs which refused to give me that page and stated that it is not allowed to give out that pages according to the law of south africe, then they drafted me a letter to FNB which state the reason why I'm not gonna get the page of the form but still FNB refused to payout my policy I struggled to bury my dead as I am still struggling on how I gonna pay debts. I then went again they told me to go the chief or headman of my village since my dad passed away at home, I did so on the 23 but still they refused to pay stating that they need the form, I went to home affairs again to try and get this form now that they said I must do Volt copy still it was useless to them cause it doesn't have this page because at home affairs says this page is for state use and death department it contains the deceased information and it is confidential. I am really disappointed with FNB services and I would never advice any of my friend to take policy with them. FNB policy is ridiculous and they are heartless, the fact that I lost my loved one but still I can't pay or do a dignity funeral for them. As I am speaking FNB never paid my policy.