Claims Disappointment

I have been a client of Innovation for some time now, and their service has been excellent. However with the last 2 claims it has become a nightmare. My previous tyre claim was rejected and I accepted, with reservations, the reasons forwarded by consultant. Fast forward around 2 months later, which was last week, I had an incident away from home and I submitted a claim. Consultant advised that they want proof that I am not claiming for the previous tyre again. What type of insane demand is this??? You guys left me destitute when I needed your help far away from home.