Useless Pathetic Gap cover

We have a Iwyze/Kaelo GapCover Policy *** which we have had for a good few years. We needed to use it two months ago and have nothing but excuses that they have not received the forms regardless of the fact that we have sent the forms to every contract address possible four times. Today, we called and they are asking again . Absolutely pathetic, useless company, and they still take their fees!