Unsatisfactory Claims Handling Process

I recently logged a claim with Auto&General on the 1st of September and the run around that I am getting is shockingly unbelievable. I have been paying my insurance without fail but when it comes to the claim, they are going line by line in my insurance schedule trying to find a loophole. They expect me to remember the insurance history from 5 years back. Which insurance companies did I use before them etc, why does this matter? I am with A&G now, why does it matter where I was in 2016? And if this was important, this exercise should have been done at the time of signing up the insurance. They were happy to close the sale at that time and they are happy to debit my account every month, but not happy to pay. When the customers are already traumatised by the accident, this is the time when u need the insurance to step up and make life easier instead of scrutinising you like a ********. You need to scratch on all your systems and find that history if it's so important to you, all I need is the service and a good one. #This is how experience looks like