Absa Natis document request a pain in the ass

I was involved in a car accident a couple of weeks ago and my car was as a result written off by the insurance assessor. my insurance requested NATIS( car registration documents) from absa so that the insurance can finalise the claim. Despite several attempts on my part to get this document absa have not come to the party at all. As I type this the car installment just went off. What does it take for them to generate that piece of paper.