Momentum Insure loses Natis Documents

I have been with momentum insure for many years, never having claimed. We were in an unfortunate accident and the car was written off. They contacted us and advised the car will not be paid off. They arrange a courier to us to collect all the relevant documents for the car including the Natis documents. We hand this to their courier. We do not hear for a few days, when I follow up they advise us that we did not send the Natis document, which was in the envelope. They advise us that SMD has lost documents before and we must now request duplicate documents. I must go and take time off my day because of their *********** providers. My insurance is going to be cancelled with momentum and I will not be placing any more clients with them, that is for sure.