Auto Insurance claims questions?

"Basically my husband got out insurance about 10 months ago with a new insurance company. He'd 4 decades no claims along with his old business therefore informed this' new organization. The new  insurance  carrier have already been using out the payments each month from our bank nonetheless we have never had his insurance papers. While he contacted them the other day to query this-they advised him that as the previous  insurance  company will not offer them without any claims information they could not address him. Nonetheless even today and all of this time they've obtained their monthly payment. Undoubtedly they need to not be getting obligations for something they're stating they can not include?? They've delivered him a 30 time temp address notice for now while we make an effort to sort it but it isnt looking good