OUTsurance useless for business insurance

I have been a client of OUTsurance for over ten years claim free. The first time I tried to claim was 2021 when it was the floods and the roads to my shop was damaged and I was declined. I didn't have an issue because they say the was available access within a 20km radius. Now I have a claim which was an accident and they want me to provide a whole run-down of the incident and keep asking for documentation that I dont have. OUTsurance never want you to claim and all they do is take premiums. They are not truthful and they keep making excuses not to pay you for a claim.