Excuses & prolonging a claim pay out

We had an accident on the 14th December 2018 and the vehicle was written off. The claim was approved and a settlement letter was emailed to me on the 15th of January 2019. I was requested to give certain paperwork and the license disc was never mentioned in this email, I have sent the requirement documents and I have called numerous times to find out what is happening with my claim and if they have received all the documents. The claims agent(Tummy Ndaba) allocated to my case is never available when I call & doesn't reply to my emails asking him what else is outstanding. After all necessary documents are sent, I then get told 2 days ago that the claim is approved and they have sent the claim to be paid out. Then I get an email yesterday stating that all these documents that I have already sent is outstanding!

Now I received an email I must renew the license disc which had expired on the 31 December 2018. How did that become my problem, looking for excuses to prolong the claim payout as if it hasn't taken long already, next week Thursday it will be 2 months since the accident. So I must now incur costs of the license disc that was valid at the time of the accident and I must pay a penalty for it being late?

Who didn't do their work properly because someone clearly only picked it up now?

Claims manager you need to call me and explain the above so that I can understand how this became my problem now?

Hope to hear from you today still.