Lack of response and attendance to my matter.

I made a claim as i was in an accident, and my car was declared written off by Miway assessor.My claim is authorized and they called me to notify me that my claim is approved and discussed how much they will pay to the credit provider.It was promised that the payment will reflect in 3 days to the credit provider, but even now it hasn't. So i took my time to ask for \Proof of payment"and \""Agreement of loss\"" as it is needed from my Short-fall cover policy. Yesterday i spoke with Kgutso Molawa who then told me that he doesnt have anything on my claim. So can anyone please help me with those documents as soon as possible. My claim reference is C663848"