Claim process takes forever. Conditions not stipulated

My car has been written off and my insurance has finally made a payment on the last day of July 2019. On the 02/08/2019 I claimed for a shortfall with M-sure/Regent and on the 5th it was confirmed that the claim has been received through Wesbank and I was told that upon their Calculation they have discovered that my insurance short paid for my claim and the amount is R3600 which I will be liable for. I paid the amount directly to Wesbank as I'm already exhausted with all the claim process and want everything to be over and done. I was told the claim process would take 7-14 days. Yesterday, 17th when I called for an update I was told they are waiting on the Tracker, service plan and body maintenance to tell them how much they'll refund the bank before my shortfall can be paid. I was told it takes about 30 days. Imagine having to wait 30 days for shortfall to be paid. I feel that the service is just too ridiculous and all these things are not even mentioned when you join the cover. They only say they pay the difference after the insurance has paid. And while waiting and the bank will debit the instalment and its unfair to me as I have claimed at the beginning of the month. What's going to happen now? Am I going G to be refunded my money back as this money will reduce the shortfall to be paid by M-sure. We are clients, we pay but the service that we get is poor. We even have to call for follow-up and updates ourselves. Why does the insurance settle the shortfall and claim refund from those providers themselves? It means I'll have to wait until September for the shortfall to be paid?