Dialdirect with consultants who are failing us. Why such a big insurance

Dialdirect car insurance is beating about the bush instead of giving me the documents so that my exess insurance to proceed with my claim it's been two weeks waiting .The consultant today said I have to wait they will send the documents by the end of today but nothing.documents needed are Proof of comprehensive claim and Proof of payment. And failure of sending the documents will lead to cancellation of my exess claim due to dialdirect. Guys you are failing us when we are facing problem