Feeling disappointed

I have a funeral cover with Sanlam under Phakama Administration Services. In November I submitted a claim of my late brother who passed away in October 24, 2017. I submitted the necessary documents except the BI-1663 form, which I was told the claim will not be processed without. I explained my predicament with regard to obtaining that form, but I was told those are the rules, they cannot do otherwise. And I'm not happy that my money is gone just like that, this is not fair, considering I have been a loyal client and have never skipped a month without paying. I know rules are rules but surely at some point they can bend a bit. I have however app**** for the BI-1663 from home affairs and it will take three months for me to get it, I therefore request to be given an extension with regard to my claim so that I don't lose my money. I'm feeling so stressed and disappointed. How can I contribute every single month only to lose my money like that. I