I week later my funeral policy from Assupol (prosperity) hasn't paid

After paying a funeral cover for over 5 years I claimed and my claim is put on hold because I'm told I have to produce the original application form when I took the funeral cover. I this world of soft copies I wonder who would keep such because even the company itself it send policy documents within 30 days so I don't understand what I'm being told. It shouldn't even be part of my problem,Im not a company that has to keep safe documents for whatever period. All supporting documents in relation to the claim where submitted but this it's absurd.