Can this vehicle be settled please

I'm so annoyed ! I met up in an accident on the 25th of January 2022 . My car was towed away to the nearest panel beating shop , I waited I think two weeks for them to tell me what was going on with regards to my car , whether it was going to be written off or repaired . They got back to me and told me that it was going to be written off and they need a settlement letter from the bank as this car was still under finance . So the very same day I called the bank and I was able to get the settlement letter , I sent it to the claims handler her name is Yolande Markham . I stated in my email that this letter is going to expire please can you let me know what's going to happen . A whole week went by , I'm calling non stop with my own airtime because nobody is getting back to me . My broker has even been quiet, unless I call that's the only time I hear from them . So last week I get an email from another claims handler telling me that the letter is expired and she's going to request for another one . So I called into discovery requesting to speak to her they said she's on another call . The lady I spoke to says to me can assist and asked me what's the problem. So I asked her to please request that settlement asap so this settlement can be done , because take note it's February the 25th is on Friday and I'm going to be paying for a car that I don't even have . If I don't sit on these peoples backs how long is this going to go on . She says to me while she's on the phone that she's doing it and it should come within the next day which was this Saturday the 19-02-2022 . And I asked her are you sure you don't want me to request this settlement letter myself rather to make things faster she says no mam we have a system that requests these letters for us . Today my brok3 FGRo calls me to ask me what's the latest with my claim . (They asking me ) yet it should be the other way around . The lady asked me where's my car , I said I don't know . You guys should be the ones telling me . Then she says okay I'll call you back she calls discovery. Then she calls me back to tell me that I need to request a settlement letter because the one they have is expired. Yet I asked this woman last week must I do it . So now what must happen ? I'm very angry . My courtesy car is going back to Avis on the 25th and I still don't know what's going on with this settlement and I must still pay for the car which is smashed and written off . I would like some assistance please because I believe my claims handler Yolande Markham is on leave.