Bad service and dereliction of cover

I have submitted a claim to Outsurance, which not my First claim but this time around, although they accept the claim, the adding a new condition which was not stated on the inception of the claim. They say they will only honour the claim if I provide them a letter from The previous insurance listing my claims. This was not the condition of cover. Sibongile Molefe shouted at me as if I asked for my family member to be hit by another car, and even after I have clearly asked Outsurance for another claims advisor, she the one who responds to tell no such will be provided unless I provide the so called letter