Taken for granted

My car was written off by my insurance , to which i reported to MFC and Lesley-Anne was the consultant on my account, after reporting the matter i received a settlement offer from MFC and now my insurance want to to pay it off but the problem is that i cannot get hold of Lesley-Anne or her line manager and even the manager in their department, when i am put to the claims department no one picks the phone its like they're not answering call at all. i sent the agreement of loss document to MFC yet still no communication from their side, the settlement is supposedly to expire on the 1st of april. I have been taken from pillar to post since 25 March till today 30 March 2020.