Car accident claim

I was involved in an accident on Friday night, 6th March 2000. Jaco Coetzee is handling my claim. I am not happy about how the insurance is handling my claim. I am taken from pillar to post and now l am desperately looking for any assistance. I signed a consent letter in order for insurance to obtain permission to other companies which are related to the claiming processes. Their legal department asked me to send them settlement letter from the vehicle finance. I sent this letter on the 11th of March. Then on 23rd I was asked the same letter by Jaco. In the afternoon I phoned the vehicle finance and I got the letter within five minutes. The guy who assisted me said the insurance must be the one asking for the letter so that they can get valid letter so that they can attach their claim (finance) and send it to the insurance. Once the claim is payed, they can close my account. It was then l called Jaco and he told me he sent an email in the morning. I told him to call the vehicle finance so that he can get the letter immediately instead of waiting for email. Today Jaco called me and said out of the 9 years of my insurance history they can find 2 years. I asked why didn't they find it in the first place when l was doing the quote if they claim l am lying. He said insurances don't work like that way, they only check when there is a claim by the client. I tried searched with other insurances that I could remember. I found two other insurances. Clearly Miway didn't do the checking and now they want to penalize me.