settlement of vehicle finance

I had an accident with our car, and our insurance company has written the car off, they are trying to get the paper work sorted with African bank to get the account settled, as we still need to get anew car, but every time the insurance company or us phone them then they can't help us and tell us to send the documents to them and when we phone again to make sure they have received the documents then they say they did not receive it and that we had to send it again, this has been going on for 2 weeks now.