PPI company claiming can't process anything "due to a virus"

I recently started a PPI claim with Assurant for PPI that I was told was compulsory for my mortgage.

they responded with:

Further to your request for policy information, please be advised this policy was originally set up on a Commitments Protection Ltd (CPL) scheme, underwritten by Commitments.

The policy was transferred to an Assurant Intermediary Ltd scheme, underwritten by Assurant General Insurance Ltd in February 2009. Unfortunately we do not have access to the original policy documents or the seller of the policy which were produced from the CPL on-line system. Due to a virus, their system and data became corrupt and we are unable to obtain copies of any policy documentation. Please note, this compliance breach was reported to the Financial Services Authority (FSA) by CPL. I can't locate ANY info as to a reported breach online, Assurant are basically stonewalling.

Where do I go next? Do I raise a complaint via the Ombudsman, and if so, whats the best way to calculate the total PPI I've paid?

Also since they've failed their duty to have proper data backups, can I claim compensation for the extra hassle making the claim?

Any info greatly appreciated