Being inconvenienced due to the incompetence

I submited a claim for my motorcycle to be fix after someone reversed over my motorcycle in a parking lot in town, after everything was done i sent them a quote & pictures of the damage to continue with the assessment, at the time i double checked with them that they have received all the documents needed & i was told that is all, then the assessor of MiWay called me back telling me that my route is gonna be reduced because he thinks i can rather fix the broken parts instead of replacing them, then after a extended time i was contacted by MiWay where they requested i must still send them proof of the inspection done by Glassfit on the motorcycle & a copy of my learners license after i already told them that i do not have access to the paperwork they require because i am working on a shutdown outside south africa & do not have the facilities to send it, afterwards they persist that they need that documents they will only continue with the claim after i get back which is a problem because i do not have a excact date of returning in next year & so due to their incompetence of not requesting these paperwork from the beginning the fixing of my bike is delayed & i have no transport.