Injustice

My mother has an outsurance funeral policy which covers her and my younger brother. My brother recently passed on and we tried to put on a claim. Unfortunately we couldn't find his id or a copy of his id book and his birth certificate was taken the day we app**** for his id. So this clearly means he has an id number and he's on the system. So trying to put on a claim outsurance wants a copy of his id book because they want his face , that was confirmed by the call center agent . So we can't claim because we don't have a copy of his id book . Here are my arguments. - home affairs approved his death certificate with an affidavit , outsurance doesn't want an affidavit -forensic department went through with his postmortem with an affidavit but outsurance refuses one . - when we app**** for the cover, the only thing they wanted was his date of birth not even his full id number but we still provided them with the full *** . My questions and concerns Why don't you want the copy when we apply? Doesn't the death certificate and the *** provided prove that he's the person who's deceased ? Doesn't an affidavit prove that he doesn't have an id but he's still the person who's deceased? I'm expecting my claim to be approved by tomorrow or I'll be the second person to bring a corpse to an office. I've tried everything to get a copy of his id but it will take me more than 3 weeks . So I've done my part and failed but I need to bury my brother and I can't let your stupid excuse deprive me for that. Rather you keep him and bury him. I've never missed a premium.