Payout delay after authorised more than two weeks back.

I was in a car accident on 22 Dec 2020, claim process was efficiently finalised 31 Dec 2020 where my vehicle was declared a write-off and I signed agreement of loss. They came to collect original owner documents on 05 Jan 2021 and when I called to enquire on 14 Jan 2021 why there hasn’t been a payout I struggle to get hold of the agent (Peter Rankhathali) in charge of my case. Another agent (Khumo M) who received my call puts me on hold for over 15 minutes waiting for Peter Rankhathali to be available. He then said my claim shows being held by “no signed Agreement of Loss. I forwarded the mail I sent to Peter on 31 Dec 2020 and he said Peter would contact me when available during the day. I didn’t receive any feedback following this.