Terrible service delivery on claims process

I have a policy with safrican with numerous members on my policy and would like to submit a claim but i am unable to do so because i was advised that i would need to provide a the notification of death( BI-1663 ) document as well and my claim will pend until it is provided. I am unable to obtain this document but i do have a certified copy of the ID and certified copy of death certificate which does not suffice for safrican. BI-1663 notification is send to home affairs which is why the death certificate is issued. I feel that this is unacceptable as the death can be confirmed with home affairs as well.