Old Mutual took my car but won't pay me what's due to me

On the 2nd of April I had an accident where I hit a Pit/pothole and my car was damaged which led to it being written off on the 21st of April 2022 by my insurance (old mutual). On the 22nd of April I submitted all the documents that were needed to my broker, in order for the payment to be fast tracked as I have no other vehicle to use to go to work and to take children to school. I also signed a document "agreement of loss" with all my details on the same day. It took old mutual a week to collect original documents from their local office and after more than 2 weeks and after so many enquiries I was then told that there was an original green certificate that I did not submit, I found the document and couriered it on the 4th of May to the address given by my broker, it was delivered the next day (5th May) right at the Old Mutual branch in Wanooka Place, St Andrews Road in Parktown Johannesburg and it was addressed to Christopher Mashele. My broker made enquiries and was told that they did not receive the package yet when it was tracked and shows that it was delivered and signed for by Rose. The delivery note shows that it was signed for by Rose, no surname given. Trying to enquire myself the old mutual phones ring without being answered or I listen to their long marketing voice note for close to 10 minutes and then it hangs up.

I was given a courtesy car which was taken after I signed the documents leaving me and my children stranded while they are delaying my means of getting a car.

Today 11th of May my broker told me that Patrick is still saying I submitted the copy of the car certificate which I posted on the 4th and was delivered on the 5th, I don't have any green car documentation with me, I submitted both the green documents that I have, I asked them to take a picture of both the green documents that I submitted but they didn't instead they are telling me to go to the license department and do the duplicate. At whose cost? At whose time? I feel like Patrick doesn't take me or his job serious, I feel like I am being played for a fool, I am very disappointed on the service that I am being given by old mutual. I am really frustrated I don't know what to do.

My car is no longer in my name. It has been taken by Old Mutual to an undisclosed location. They didn't even have the decency to let me know when the car was being taken away from the workshop it was in, a car that has been a part of my life for so many years taken just like that. Yet I have no payout. It's no different from having my car ****** because that's what Old Mutual seems to be right now, *******!