Ridiculously bad service. My scooter was stolen 2 ...

Ridiculously bad service. My scooter was stolen 2 months ago. When all requested documents + keys + registration certificate + police report were sent. I haven't heard anything after 1.5 months, so I started calling after it again. Unigarant also did not understand why the process had not continued. Now 2 months later, I get the question if I want to fill in that ridiculously long questionnaire again and send my keys and registration certificate !! How can I send this if it is already with you