Unhappy about Unlimited FuneraI insurance

I have Funeral Insurance , The Unlimited Policy no. PR273935, I took this cover since 2012 July, and never defaulted. My Mother was also included on the cover and passed away 28/04/2021. I registered for a claim on the 7/5/2021 and have sent them all documents for claim, they then sent me forms that the Regular Treating Doctor of my mother has to complete, which it was not disclosed on their terms that when claiming for insurance, the doctor has to disclose all the medical records of consultations . Doctor completed the forms and i submitted, then they told me that the forms have to be assessed, yesterday, i have received sms from GEMS , that information from treating doctor has been requested and is for assessment. till now they still haven't paid the cover. What sadden me is that I am still in mourning and not coping well, and they are sending me pillar to post. I am so unhappy with their service, if this was a life cover plan, I would maybe understood, but for just funeral claim to require such confidential medical history of my mother, I find it unnecessary. I will really appreciate to be assisted. Thank you