Claim query

My husband lodged motor vehicle accident claim on the 9 March 2015 the car was assessed and declared a write off apparently two files were opened on one claim. On claim no CP013979 there's no assessment report or any information about the claim then the second claim number is CP013485 there's a confirmation that the car is a writeoff and it was authorised for replacement, the bank and car dealership has already confirmed that were notified of the replacement. The dealership has not received the payment and we can't get the car without the payment being done. My worry is that the rental car should be returned today 09 April 2015 which means we will be not having the car. The most disgusting part is that we are being taken from pillar to post when I call them they put me on hold orr promise to return the calls but most promises are not kept.