Delay in Processing Claim

On the 8th February 2019, my mother (72 years old and insured by Affinity), had an incident with her vehicle. Affinity was called and the car was collected by the towing company and taken to the insurers approved panel beater. The assessor was at the vehicle on the 11 February 2019. Since then she has been trying to find out the status of the claim and the repairs. Shortly thereafter she received a call from Affinity requesting her bank statements. Now I am unsure as to why bank statements are required, seeing as the insurance premium has been deducted and paid to Affinity for almost 2 years. She sent the bank statement. She then received a message from Affinity asking where she gets her money from, I am unsure as to what this has to do with Affinity but she explained her daughter (my sister) gives her money monthly. As a pensioner she doesn’t receive a large some from her grant, we therefor assist her. Mr Black then emailed and requested my sister’s payslip, this has absolutely nothing to do with Affinity, as the insurance is not under my sister’s name, or her bank account. I want to know what games are being played here, and why the repairs have not started. You willingly take the money from her account yet when there is a claim you are requesting information that has nothing to do with the policy or the holder. I want someone in a senior level to contact me, and to get this claim resolved. I want to know WHY information is being requested?