Adding different requirements to delay???

What is going on with FNB Life? Initially I submitted a claim form & hospital invoice & the claim would be paid.

Then they added the medical report to the above process, this requires for the SPECIALIST TO BE PAID PRIOR TO RELEASE. Now that it's adhered to....

Today, I get a response "We have received and are reviewing your claim. In order to finalise a decision, please provide us with the following document(s) urgently:

• Xray report • Pathology reports

You can respond directly to this email with the mentioned document(s).

Once we have received all the claim documents, it may take 5 to 10 working days to finalise your claim."

Now can you tell me why these documents are required.....as this is definitely stalling tactics. I haven't received NO CALLS FROM ASSESSORS, JUST EMAIL CORRESPONDENCE