I just need a copy of my NATIS document!!!! Why is this so difficult!

On the 15th October, I contacted *** asking them to assist me with my vehicle's NATIS document as I did not receive the original when it was paid up. This vehicle has been paid off for more than 5 years now. They responded 5 days later, asking for my information, which included updated telephone number, which I provided on the same day. Received an email on the 21st stating they tried to reach me to authenticate me - but I did not receive any calls from them. I called and was told that I need to wait for a call back - although I emailed as well to let them know I am trying to reach them. 01 Nov: Still not heard back from anyone, so I emailed again. 06 Nov: called them again, since I did not even get a response to my mail, and was told that because the telephone number on the system is old (which I assume is the one they were trying to reach me on - even though they asked for my updated number which I provided) they cannot authenticate me and I need to go to a branch to update my details. 07 Nov, went to the branch to get this done. Waited for 20min in the branch just to update details. 10 Nov, called them again. Now, I am not answering one of the security questions correctly. How must I remember if someone else had access to my account or whatever else they are asking me? Now I have to call back tomorrow as a question was answered incorrectly. How long is this going to go on for. This is sooooo frustrating!! In the meantime, I have an insurance claim for the past 3 weeks already that cannot be paid out because I cannot provide them with the car's registration documents!