Parents funeral cover

I've joined Hollard parents funeral cover in January 2013 via edgars never skipped a payment.Ive recently lost my mom and rise a claim submitted documents on those documents there was a document where the Dr didn't write the they said Dr must write a date fine no problem Dr wrote then no we want a letter stating why they didn't write the date Dr wrote that letter with the stamp and everything apologizing for the error and that was not good enough now Dr must do this and that,like I'm so frustrated and hurt as a policy holder and who has been paying for all of this years when time has time to benefit for payment all I received is excuses and I'm the one who must follow up with them even contact the Dr, are they not supposed to be the one who's calling the Dr? and explain exactly what do they really need for her/his side because I don't know anymore what is it that is outstanding.