calim amount not processing due to pending documents

Hi, recently born two babies for us so it is pre meature delivered in 32 weeks.so my babies kept in NICU around 15 days after that discharged.we took the all bills and discharge summary.when we submitted all documents in insurance for claim reambursment the insurance company asked what is procedure charges ,hospital tariff and indoorcase papers photo copies with attested but when we asked doctor he was told like we can't provide to patients if insurance person needed then you told to them contact to me I will give all clarification .same thing when we told to insurance company they said we can't take you have to ask and sumbit all mandatory documents what we can do in this situation can you please tell how to deel in this situation thanks to all