Natwest Advantage Gold Phone Insurance

[Ruthatsumbody]

I genuinely lost my iphone approx 2 weeks ago and filed a claim through my bank, i forwarded proof of purchase and they have now requested proof of address and identity. I just wondered if this is normal as the address i need to send it to is for the claims and fraud team, and the process for filing my claim seems rather long, and i feel they are trying to avoid accepting it. Thanks