Bad service from absa insurance

Good day, I had a short fall, after my insurance settle their part, ive laid a claim at the insurance in May, after almost three weeks, I havent received one phone call from a consultant Mr Motlatsi, everytime when I phone him, I was told that he is busy with my claim, and I was told twice it would be settled on a Monday.....yesterday my full amount of my car instalment was deducted......That just doesn't add up, cause how can I pay a full installment for a car I no longer have and my car insurance paid their amount, so im waiting on Absa insurance to deal with my shortfall.