Poor service

My husband had an accident and rushed to hospital by an ambulance. I lodged claim with 24hrs and I was told that I should expect communication with someone but to my surprise someone else called and he is asking for something that is not part of our contract. They even gave me 14 days to sign mandate, I have sent accident case number for them to get report from police but they ignore that and ask for something that isn't part if my contract. I thought taking insurance with them will give me peace of mind but instead am getting alot of stress.