Big disappointed with finrite insurance company

I'm so disappointed in this insurance company. It's 2 weeks now that I'm waiting for my claim form to be approved. And it's only today they realised that my ID must be send to the immigration first. So, they have been taking my money for more than 1 year now without checking if my papers are right. This show how disorganised the company is or, they just don't want to reply to my claim. So so disappointed.