Salvage Deduction

I was involved in a crash 2 yrs ago. I misplaced my Car registration papers in my many moves and I am still struggling to get them (between Watloo and DHA). Santam opened up the case and then closed it (still deducting money until my insurance manager instructed them to stop). Now suddenly Santam having opened up to do the payout - they have a 30% reduction in the payout due to the time delay they took to pay out. They have no more paperwork from me since day 1, yet they decided to pay out now (feeling they are withholding to pay out less).