Car insurance

Had the worst experience with Iwyze, had insurance with them I made a claim they requested the documents sent every document they requested, now because the person who was driving the car is from Zim and have a South African ID they say they can’t verify if the license i must get a proof from metro and metro does not issue confirmation they see the license is valid, I asked them to call metro and verify it they say they can’t and the closed the case