SLA worse to deal with

Policy number-*** I surrendered my savings and was told it would take 7-10 days on the 12th day I was sent an email to send bank statement because the one i sent is not the same as the one on application but why on the 12th day because that was supposed to be sort with the period on the claim which is 10 days. If this can happen what if one passes away will they pay in time. That is now my worry for my funeral plan.