Support may need identity or payment-related information to confirm ownership of a request, protect against misuse, review refunds, or match a payment to a policy or document file. That does not mean support should ask for everything. It means they may need enough information to act safely and correctly.
If a request feels unusual, pause and verify the channel. But do not assume every verification step is suspicious. In regulated services, checks are often part of normal good practice.
A good support process explains the reason for the request and asks only for what is needed.