DELAYING TO PAY THE BANK

I was involved in a car accident on the 06 February 2015 and put claim,Katty called me on the 16/02 told me car is written off and they will settle the debt with Absa and it wil take 5 days,its over 5 days they don't call to inform me with my claim,i called on the 27/02 to request a letter that states they will settle the debt with bank as i want to buy another car and dealership request that letter,they hang up and could'nt assist me.Today its the 28/02 and tommorow they wil debit my account because they are prolonging the process to eat my money,i am not happy with the service they render,i always use my airtime to follow up but they don't assist me.I want Hollard to settle the debt and send letter confirming its paid up with Absa