Motor Rite Customer Service

So, i had a claim with my motor rite policy due to a failure on my car. Claim was approved, and I have the benefit for car hire. I then hired a vehicle, which I have to pay and then claim back. SO, I sent the documents through to get refunded, that being proof of banking details for the refund payout, the Tax invoice from Avis showing clearly the charged amount and the invoice being settled in full. Then get an email wanting a copy of my BANK STATEMENT showing the payment I made to Avis. So I called in, spoke to a William Nong who was the most unhelpful person, with no knowledge of Customer service. He advised, I don't need to send the Bank statement, but then the claim will NOT be paid...uuuhhh...yeah...so how does this help... Then I asked what if I paid cash...then must get a cash receipt....FROM WHERE???? I had the cash with me.... So customer must now get the bank statement, which the customer pays for the cost for the statement. Absolute madness , with no customer service or any incline to help the customer from William Nong what so ever.!!!