Query regarding a payout claim

My mother passed away in June 2020, i went to Old Mutual branch in Maponya on the 15th July to make a death notification claim on her retirement policy, claim could not be completed as I had to go fill a declaration form at the police station due to the death being unnatural on the death certificate. I went back with the filled out form to the Protea Glen mall branch on the 24th July. I got a call on the 30th July, stating I need to sign some forms as the claim will need to be investigated by the board of trustees and they will then decide what will happen. What is puzzling me is that the form wants us to declare policies that we have received and money's estimated to come including my financial stance, I am struggling to comprehend why such information is compulsory because this person paid her premiums religiously from inception and she was not prevy to these details. I would like to understand why a claim might take up to a year for a policy that was paid without fail, does it really have to be such a lengthy process for money's that was paid in attempt to have a little extra cash should she have reached retirement. I want to understand why we have to be investigated in order to get my mother's hard earned money. These terms and conditions were not fully explained to her because if so, she would have not taken out the policy with you. Please dont spit on my mother's efforts and money, by prolonging the process of the payout, we have already endured a lot with her departure. Please urgently advise on way forward.