Where has my help gone?

I joined Outsurance just under a year ago. You call and they give great service, immediate cover(prorated fees that you pay as required) and prompt answers to your queries except for now when I need to submit a claim. Now I get snail service. Now I get asked for documentation about previous insurers for their records. Where was the need for these letters amd documentation when I signed up? Where has the hassle free claims process that I was promised disappeared to? The longer I take to get documents, the longer I wait for a claim to be assessed, the longer I have to live without a fridge. Why I ask?