Ballle since 2011 with BMW Insurance to get support

I'm trying now since 2011 to get registration papers out of BMW Insurrance. I bought a s****** that was ******. The original owner handed the registration papers to BMW Insurance after the s****** was ******. I got a letter from BMW Insurance in 2011, saying the s****** was sc****d, but according to the Enatis system it was not sc****d and BMW is still the title holder of this s******. But it is just impossible to get hold of the people responsible in BMW. It is just PATHETIC. The claim number is P***