Bad Service !!!!!

I was in an accident on Monday I loaded a claim on my insurance. My debit order goes off every single month. Then i receive a call requesting a statement to show that my debit order went off this month( which it did on the 15th). They refuse to process the claim without the proof of the statement. I need to go into the bank to get a statement. I DO NOT have time for this. The day of the accident my car was insured the debit order going off this month is for February which has nothing to do with my accident that happend in January. I want feedback before the end of Today. Worst insurance