Poor customer experience through claims

I would like to share poor service I have received throughout the claims process with Naked insurance. I had a accident on the 14th December and although the claim has been approved Mid Jan the car is still not settled with the bank. I am being told that I need to post the car manual and spare keys to Johannesburg if not received the car will not be settled. I am unable to get another vehicle due to the current one not being settled, I have been struggling for transportation to get to work and to transport my little baby daily it's becoming a a real struggle. Also the accident took place on the 14th December I believe festive slowed down the process of working with claims I had paid for the vehicle installment and insurance end of December and now in Jan I will end up paying another installment due to Naked Insurance stalling my settlement due to a simple thing like the manual and spare keys. Paying for a vehicle that you dont have saddens me. I arranged for the manual and spare keys to be sent with post but honestly this is poor customer experience is disappointing and I can't imagine someone else going through what I'm going through. My vehicle needs to be settled and I need to continue with my life I have a small baby I hope someone who attends to this will understand where I am coming from and do something to speed up the process.