Settlement statement

My car was ****** last 03 December 2023, insurance paid out and there was a shortfall that is supposed to be paid. Short fall insurance have been asking for some documents which I requested from MFC how ever they are not helping or sending those requested documents. Since Febraury 2024 I have been asking for the settlement letter until today, I have not received anything. They keep on telling me that matter is being handled by Terry, however Terry is quite. It's April now and I have not received the requested documents.