Nedbank being *********

Nedbank pestered for payment on a personal loan whilst I was in hospital instead of using the insurance. Now Nedbank is refusing to honor the insurance claim on the personal loan on the pretext that they need my bank statements. Does this make sense? The bank is asking for the bank statements!!! In addition, Nedbank had scrupulously debited an account without consent. I have also overpaid on my Nedbank personal loan and Nedbank continued charging interest instead of using the insurance.