Not satified with how they treat my claim

Not entirely happy with thw service they gave, I submitte a claim for car collision on the 14th April. My claim was processed and captured, it was approved last week Thursday but they cant pay it out till the courier company come pick up the natis paper and spare keys, been waiting for the collection since last week thursday. I called them because my car hire is expiring, they said nothing can be done on their sidw I need to return the car. They cant release the payment while im still seating with the natis papers and keys. I dont know how will I get to work and take my kids to school. I took out car hire with my insurance to be secured.