No system of working as a team

I requested a quote with iwyze insurance on the 28th the consultant did the quotation and could not match what I'm currently paying,he then told me they have a promotion on a like to like bases and I'll need to send through my policy schedule and claim history letter to receive some money from them,he don't tell me it must be the latest claim history letter not older that 2 days. I then sent through all the documents that I currently had on hand.i received a call later the day stating that I need to get a recent claims letter from my current insurer. on the 29th I contacted my insuter for the latest docs and they sent it to me which I did and sent it to iwyze at 08.15 on that morning. They contacted me again on the 29th telling me the claim history letter is older that 2day I tell the guy I have sent through the recent 1 that I received this morning he then tells me he can't see what I sent cause all docs goes to the legal department,so if you can't see what I sent why don't you follow up before calling At this point I'm still waiting in feedback regarding the payout or if I do quality for that payout