Bad service

Good day. I bought a car (Renault clio,2020) at auto pedigree in Menlyn last year August. I had an accident and the car was written off. I was not aware that pedigree took a policy on my behalf until this year July when I received a call from M-sure reminding me that my contact is ending. I explained to them that my car is a write off and I was made aware of the deposit cover that I have and that I must claim. I did claim and they require Record of Advice from the dealership. When I call agents are taking me for runarounds. They gave me someone at the end (acting manager) and he said he doesn't know what Record of advice is but will come back to me. To this day I am still waiting for the record of advice. The insurance is also waiting so that they can be able to process the claim and give me what is due to me.