Disappointed with the communication

We claimed and sent all the necessary documents, but they telling us that the documents we sent were outdated, why don’t you guys remove those documents and update with new ones on your website. Now it’s our fault which is not fair. I had to do a follow up after 48 hours to know that we sent outdated documents, Hollard did not tell us there’s outstanding documents which is a very poor service I’m not impressed and we need that money asap.