I scrapped the car and wanted to insure another on...

I scrapped the car and wanted to insure another one; I scanned the requested documents, I sent them via email several times, but they informed me via email that there were no documents, I also asked for clarifications by phone, but the receptionists were unable to define the practice and told me that I had to send the documents back.
Tired of this back and forth that lasted for a week, I went to an insurance office (not online) and with the same documents in 5 minutes I insured the car