The Unlimited- Limitted to bury our uncle.

I am shattered about the experience this company is giving to my 60 year old mom. My mom took out a funeral cover with these guys. She has paid them without missing any installments. My uncle whom my mom initially took out the cover for, passed away in 08/12/2019. My mom reported this to The Unlimited group on 09/12/2019. They requested forms to be signed by the doctor and be sent back to them (This policy was taken out without signing any papers, everything was done telephonically). Fine, we sent those documents to them on the 14/12/2019. Thereafter they came back and said now they need a letter from the doctor where the doctor advised everything was in the forms he signed (postmortem, details of his illness etc.). It is almost a full month and these people are giving us a run around, when do they expect us to bury our uncle?? very heartless. My mom's details Mrs K.V Ngcobo policy number: ACS318158. We even mailed these documents to '***. We even spoke to Shaun and Johan from their call center whom were very rude and never assisted us in any way.