Bad service

The 3rd party claim department is refusing to assist me regarding a claim against my policy at auto &General reason being they say they want the original car register paper while the new owner has an affirdit stating he does not have the pappers of the car(pervious owner lost them and sold the car to the new owner of which they both went to the police station and wrote the affirdit stating papers are missing and should he find them he will send them to the new owner) and now a claim cannot be processed because of this issue of papers.