Quick to take debiet order but not so easy to pay ****** vehicle out!

Our Car was ****** on the 28/01/2019. so the insurance needed documents couriered to them with the car keys aswell. I courier original documents to the insurance yesterday and it was received today by a person called Minah. I then called 1st for woman on ********** 339 and asked if they have received it , the lady that helped me did not know a Minah and asked if i sent it to the correct address which i did . We need to pay the other car we bought so they can register vehicle in my husbands name but looks like we will never see out money from 1st for woman insurance .

Please can some one get back to me a.s.a.p as this needs to be escalated !