No asistance just bad attitude from Johnny smit

Our Hilux was ****** on the 5th May 2015. We took out the option where we receive a payout from cartrack should they not recover the car. None the less, they did not find the car. We have a shortfall which we have arranged with the bank to pay once we receive our payout. on NUMEROUS OCCASIONS I mailed Johnny, as you can NEVER get hold of him when you phone, and he never returns your calls when you leave a message. I have asked Johnny to provide me with the amount that will be paid out and please confirm if they have our correct banking details as they say they pay out 60 days after they don't recover your car. Johnny then just copied a part of the contract, and pated in in a mail and sent it to me and advised payment will be on the 8th August. once again it is another month, and I need to just advise the bank and also make usre whether it is enough to pay the shortfall or not or should I make a loan to cover the rest. once again, I get a brushed off mail from Johnny, not answering me on whether the banking details they have and what I mailed to confirm is correct and the same, neither a amount that will be paid. It is the WORST SERVICE I HAVE EVER RECIEVED