Absa vehicle asserts finance and shortfall cover

My name is Ayanda Mnisi,i had a car that was financed by Absa , last year November i had an accident and my car was written off.My car was insured by My-way, and they paid the bank,leaving me with a shortfall that Absa vehicle and finance has to pay.I have been struggling to register my claim,i have been calling them ,they told me to email an agreement of lose and i did .tried to follow up but they keep redirecting my call to one department to the other or hang up.am really disappointed with their service ,because they not willing to assist me in any how or get a response from them yet i have a shortfall cover with them .