No service with attitude

I have had a very bad experience with this insurance company. I was in an accident last year in November someone bumped my car at the back and his insurance is insured by Old Mutual by the way it's my first time to hear of such insurance I think it's under the iwyze. As I speak to you they are still asking me for paperwork that I submitted more than 3 times. They keep changing people for reasons I don't know. It's going to be Two months now instead of feedback they still asking for documents, what kind of nonsense is this are they normal? I'm about to approach the ombudsman about the issue. It's a third-party claim.