Delay process in accepting my claim as an new policy holder

I have been with them for 2 months lost my car on the 10/4/26.When I joined they said they don't mind if I don't have a tracker but likely I had One. THE claim is is process what is confusing now they are so interested about my car track activation, certificates etc which they shouldn't be worried about all that since they said It doesn't matter service of a tracker It seems like they trying to find any loop holes not to accept the claim etc patiently awaiting for their response.