Car Insurance enquiry

I joined dot sure 8years ago now got on a accident in December last year.When I do my claim since I'm 75 yrs they say I must submit a medical fitness certificate if I'm still fit to drive where as when I join I was never told of such after submitting the medical fitness certificate I was told they need ownership papers from the bank but I told them I have pay the difference cash so I didn't have these paper all they telling me was my application will be rejected and my car won't be paid since it's a write off.They still deduct the monthly payments without any help since December.pls help me