Hello John, Our condolences to you, your girlfriend and her family for the loss of their mother. The loss of a loved one is always an emotional time and as your girlfriend was also an executor of her mother's Will that can often compound emotions of a loss. At Insurance Insight we strive to serve the needs of those who seek benefits under the policies they have purchased the best we can, and Mr. Batoo consistently achieves high customer satifaction scores. However with any insurance claim certain paperwork is required in order to approve them. In the case of a claim submission for a "Critical Ilness causing Death" both a Certificate of Death and a Physician's Statement is required because unlike a Physcian's statement, a Certificate of Death doesn't name the cause of death. We apologize if you feel asking for these two seemingly redundant documents seemed intrusive or demanding. Rest assured our benefit process is regulated and routinely audited and Insurance Insight has repeatedly scored the highest ever achieved by any brokerage in North America by our underwriters. With the cooperation of your girlfriend and our benefits team working together the claim for her mother's vehicle return was approved in just over two business weeks. I thank you for your feedback, it is only through constructive communication that we can improve as a company and I am happy to discuss your concerns and experiences further; I can be reached at 1-866-603-8666. Vincent Beretta Executive Chairman & Founder