Dissapointed

Good day I submitted a claim on friday and I was the one who called today to see what the feedback is. I was alerted that the name of the person noted on the B1 as the person who signed out the body of my late mother from the Hospital to he Undertaker has a different surname to my late mother I am claiming for. The person who signed out the corpse of my late mother from the Hospital where she died is my sister's step-daughter. My sister is married and was the first responded. The Hospital admin and Underwriter asked for someone who has their ID number with them to sign out my late mother's body. Now I was informed today that this is an issue. You would appreciate that I am a Construction worker, you can appreciate I am not well versed in claims issues, Hospital issues and intricacies. My niece is doing the translation for me to complete this complaint. The person who signed out my late mother's body is a step-niece to me. You can appreciate family dynamics and politics and the urgency for a resolution is not shared equally, hence her reluctance to speak to you earlier today. She is my step-niece, my sister's husband daughter. I am certain as a reputable insurer you can find other verification methods to help you verify the legitimacy and validity of this claim. You can also see the insurable interest is there. I am stressed as it is with arrangements of my mother's funeral. My niece was able to submit a successful claim for her own policy with Capitec and did not have to jump through these whoops at such a sensitive time. Having to explain family dynamics is strenuous. What else can you do to conclude the validly of this claim without this hustle? My ID number is:*** Contact number: ***