Nedbank Innsurance ghosts

I have a personal Loan with Nedbank,In 2023 I was involved in a car accident and put in a claim of which my loan account was paid only for 6 months and I was told that it will be reviewed after 6 months, I was still unemployed then and I started the review process and I was informed that they require medical records, I had to undergo the expensive process of going to specialists and getting the reports and send them through to their claims department of which you only receive automated response that your documents received this was last 2024 August ,even if the Claims dept send you something the send back an email with no signature but just (Nedbank Insurance).This is so frustrating when you deal with matters this sensitive and someone call themselves NEDBANK INSURANCE,who do you follow up with or who do you hold responsible for this matter? Now that the person called NEDBANK INSURANCE has finally decided to respond,they then decide to ask me for the latest medical report, I dont even know if they know how expensive that process is. I asked that since I have been paying and the insurance paid some of the monies, can they offer me a reasonable settlement to this account given my unemployment status and again NEDBANK INSURANCE responded requiring new medical report, can someone with authority get back to me with a way forward so that I can stop dealing with this person called NEDBANK INSURANCE, this is totally frustrating and rediculous to be dealing with no names people, it is just tiring really.