Claim Still Processing 9 Months Later

I bought travel insurance based on the recommendation of my cruise agent.  The Iceland Volcano interrupted our trip in April of 2010.  I immediately sent a claim to TravelGuard by registered mail.  My travel agent contacted them repeatedly on my behalf and got no reply.  In January 2011, I asked by travel agent to try again.  Finally, I get a reply from TravelGuard asking for the documents sent by registered mail in April of 2010.  No, I haven't received any money from them, just a request 9 months later for copies of documents they have in their files.