Verification requests are a normal part of support, policy administration, complaints, refunds, and claims. They help confirm identity, prevent misuse, match records correctly, and assess whether a request is being handled on the right basis.
This can feel inconvenient, but it is usually a protective step. The more sensitive the issue, the more likely support will need to confirm who is asking and what exactly happened.
The best response is to provide only the requested documents through the proper route and keep a record of what you sent.