Not happy with Worldwide Advisory Services

I took an insurance with Telkom and have been with them for close to 10 years. I have made two claims in the past with no issues, that time they were still underwritten by Hollard. On the 23rd of April I submitted a claim with the new company that is now underwritting Telkom's insurance policy called Worldwise Advisory Services, and they are expecting me to submit documents of the previous claims as they cannot pick up the last replacement. I'm telling them I no longer have such emails as I was never advised to keep such. Why is Telkom changing underwritters now becoming my problem. Shouldnt my profile have a trail of all claims I made. It's been three weeks without a phone and Worldwide is just not doing anything to assist me. Is this now a new strategy you are using to stop clients from claiming whilts taking our money on a monthly basis