BrightRock claims

I have an income protection insurance policy with BrightRock and I am trying to claim for the first time in over 8 years, I couldn't work for 5 months because of cataracts & had both my eyes operated, but it seems like they are looking for every excuse in the book not to pay me out! They refuse to accept my 3 months bank statements they requested as proof of income, now they want an ITA34 form thst I can not seem to get as the bookkeeper is already on holiday, but I don't understand what my VAT / TAX has to do with them? They don't beg me for my payments every month, why should I beg them for money they are supposed to pay me for a legit claim, as they receives ALL the proof they needed for my claim!!