Non-Response to payment

I was involved in a car accident on the 6th of June 2025, and my car was written off. I have been doing a follow up with the lady that handles my account and she still has not responded back with the feedback of the payment to the finance house. I called finance house (MFC) this Monday wanting to check if the payment has been made and to my surprise nothing has been paid. I called the insurance company, and they advised that they will escalate the matter to the lady and till today she has not responded.

It is very unfair for me to be having to do follow ups myself without getting any updated from the insurer.