Pathetic service

Dotsure is the most pathetic company i have come accross. Their client road into the back of my car. I had to take off work to get quotes for the repairs. I then sent it in as no one from dotsure sent documents as i requested. I was then sent a whole stack of paper work that was completed and sent back to them. They then requested proof of ownership as if i would claim for a ****** car. I sent through the renewal form of the licence - not good enough. Now i have to take off work AGAIN stand in a queue to get a RC1 form. I am being punished because his client's father drove into my car. What if i cannot take off from work. What must i do. Is this their way of not paying third party claims.