M-sure delaying payments asking for documents one by one

I have shortfall and deposit cover with M-sure. M-sure requested my banking details and agreement for total loss on the 18 of May 2020. Today is 29th of May. I was then told on the 20th of May that the deposit amount cover had been processed. I call five working days after the deposit cover was “processed “and I’m told that it is still waiting authorization from the “boses”. Today 29May I receive an email telling me that I must forward the copy of deregistration, ID copy and bank statement within 3 to PROCESS my deposit cover payment.

This is actually frustrating and disheartening on my side. Why was I not told to send these documents on the 18th of May when I was told to send banking details and also agreement for total loss ? Why was I told on the 20th that the payment had been processed ? But now today I’m told it will only be processed if I sent the mentioned documents?

I’m am not making stories I have all of this in black and white.