Difficult claiming process at Momentum Insure

I submitted a claim for a damaged cellphone with Momentum Insure and I was requested to give a damage report, which i provided, then the asked for a No Claims Letter from my previous insurance, which I questioned but eventually made means to source it. I sent the consultant, Keku Mokhasimbe, a claims history letter on Tuesday, which she didn’t bother to acknowledge and have been following up since. Yesterday I received an email that my claim had been authorised and when I enquired about status of the claim today, I was asked to provide a cancellation letter from my previous insurance stating why my policy was cancelled! At no point during the quotation stage and me choosing to join Momentum were these questions asked. Nor was I informed that these would be required. What annoys me the most, is that the hoops seem to be endless and the requests are a moving target and come only when I request update. When I registered the claim, there was no mention of a cancellation letter, which although I feel is unreasonable, could have been requested when I called my previous insurer to go into their archives and get my claims history, another document that I didn’t realise would be required and still fail to understand how it has anything to do with fixing or replacing a damaged phone. At this stage, I’m wondering what is next.