bad service

sanlam gap cover looking to delay claims process by requesting documentation that was attached to original email sent when i initiated the claims process. the invoice is attached from the radiology dept but they now requesting they give us a more detailed invoice although we phoned the provider prior to starting the email process and we were assured this is the only invoice they issue clients..so now sanlam gap wants us to get a different invoice that we r gonna get where???then also noted at the same time they emailed us 3 mins earlier to this request and stated the claims processing has started so are they paying or not??? and this request of the more detailed invoice is now going to delay the whole process as the turn around time is 10 business daysfrom the email.adress the request has come from...y is this specific gap cover always an issue!!!!!!!!!! been like this for years !!! and wednt hv a choice as the company i wrk for only uses this company for gap cover and we need to go through this everytime