No one at MFC seems to want to help

My car was financed by MFC, and unfortunately was involved in a minor accident in December. I then put through a claim as third party on the other persons insurance, and as a result, because my car is still under HP (i have not paid it off) the insurance requested a letter from MFC to indicate where funds to repair my car should be paid to (MFC or myself). I initiated a request for MFC to send me such a letter and after being sent from pillar to post for 2 days by the call centre i finally managed to get hold of someone (Fana) from claims/legal who then only sent an email to the insurance, which they did not accept as they want a letter with a letter head, he then reffered me to one of the other claims/legal agents to assist (Rosy) who also told me a lot of stories and also took her time to finally understand what i was requested, but she also sent me to another lady, who in turn sent me back to Rosy who also in turn reffered to me someone else. And from the end of Dec 2015 till now i have no letter an no one who has told me when i can expect to get this letter. This is very frastrating and sooo unprofessional as i can not go anywhere else for this letter.