Disappointing service

Im highly disappointed by service I've received during claim stage. My claim number is FITR ********** -00001. The first time of me taking a policy via service consultant, the service provided was excellent and I've even decided to take 2 policies as the rates were cheaper and the level of proffessionalism was out of this world. Only to find out during claim stage its a total different ball game. I've logged a claim last week and I was advised to get a quotation for the rim and tyre off which I've done the rim at BMw in CBD joburg and the tyre at Hi-Q. On the 26 my claimwas send for verification. Yesterday I've followed up and I was advised that I need to send a vehicle certificate. Why wasnt I told about vehicle cert. in the first place only the second time? Is this the way of how they want to decline my claim? Is this how you treat your new client by requesting new documents everytime. I though moving to Oakhurst was the best move but its the worst. I dont keep such important documents with me. So it means I should ask my mom in Zim to send through the vehicle cert. Such a hussle and being inconvenience. I took a day off just to get the quotation now a vehicle cert. again. If this is how you treat your client during claim stage then i think your service consultant can do a much better job regarding professionalism and excellent customer service. Im really disappointed