Shortfall Claim not being entertained.

Had an accident and my car was written off and I called and asked about the necessary steps to be followed for the Nedbank Credit Shortfall Cover under Innovation Group and till today, I was told to contact Innovation Group and they refer me back to Nedbank. They are just playing a circle with me. I am stuck without a car and I can't apply for a new financing deal because I still have one which my insurance company had already paid the Market Value of the vehicle and it was supposed to reflect on Friday (12/10/2018). As promised when I took the policy, that it will cover the difference between the insured Market Value and what is owed to the Bank.

Please assist me because another installment will end up being deducted at Month end.