My husband has his pick up stolen at the beginning of October, I informed the police, got the crime number, informed the insurance company who duly sent me all the forms to fill in, telling me all the documents they wanted, which I did all within two days. They also wanted the keys to the vehicle, which I was advised not to send (by my insurance broker) as if the vehicle was found we wouldn't have any keys to move it.
Ater 5 weeks I got a phone call from them asking for the keys to be sent by recorded delivery which I did on the 8th November.
After 8 weeks, since the original claim, I rang them yesterday only to be told, "Oh I had better find the file out and give it to a claim handler"
Now ! do they do this on purpose, wait until you contact them before they do anything, or was it an oversight.
I know what I think!

They screwed up, it sucks, but I really doubt it was deliberate.

mistake, its in their best interest to deal with ur claim quickly

Wouldn't surprise me, my mum had a similar story with a damaged cooker. She kept phoning up and they'd say things like "oh you have to send us some quotes", to which she'd reply,
"I did that 4 weeks ago", "
"oh, let me just looking in the file, so you did, well now you need to send an engineers report"
"I did that, a fortnight ago"
"Oh yes, I can see that here, in that case I need to pass the file on for processing".

You have to wonder what the hell they think they're doing.

You will be billing them for interest on the money you had to use to replace the stolen items, right?

They are just trying to find something u are not able to provide so they dont have to process your claim.

All insurers want to wriggle out of any claim settlements if they can.