FNB Insurance Dragging their feet on payout.

I have an insurance policy with FNB, my car was written off almost a month ago and they never contacted me on the next steps, when I contacted them, they stated that CCD has to come get the spare keys and paperwork from me. This after the car has been written off by the assessor for a week already.

Coming to the last week, CCD picked up all the needed paperwork and keys more than a week ago, and still I can't even get through to FNB to confirm what is going on.