Approved Claim but No Payout as a result Handedover

On the 3rd of March I was involved in an accident, on the 7th of April the claim was approved and was advised to pay a shortfall which I did. My insurance premiums were also re-adjusted so end of April only the household insurance was debited so that gave me assurance that all was in order . To my shock beginning of June I started getting calls from MFC debt collectors that I was overdue. On the 6th of June I queried with BUDGET Insurance and was informed that the agent that dealt with my claim is no longer with BUDGET. I was then requested to email a settlement letter and proof that I have been handed over, I did but did not get feedback. Sent follow up emails and still no feedback from BUDGET. On the 20th I made a call and spoke to an agent by the name of Kelly who advised me that I should have continued to pay my car installments as it's not really their problem that I was handedover and besides BUDGET is awaiting MFC to send a recent settlement letter the one they have has expired. How many more letters does BUDGET need before they payout? Am I supposed to pay for something that I don't have and written off, still pay however the claim was approved for? Why was I informed of the approved claim back in April if you were only going to payout in July /Aug or whenever you wished to? I asked her to call me back but she didn't nor did anyone. What does 1 need to do in order to get assistance? I'm still trying to recuperate from the accident and now this??!!!