An insurance paid during a lifetime, when receivin...

An insurance paid during a lifetime, when receiving the money I send my complete file, weeks later no news I decide to ring, they tell me that the file is not complete and it missing a Bank Statement, the only problem? They absolutely want it to be our bank that sends them by e-mail, but the bank has stipulated that they have absolutely no right to do so, so I receive it on my e-mail address, and I transfer but that's not enough for them. I try to contact my insurance broker for days no response.