Missing in action when they need to pay out

In a nutshell: A hippo ran in front of us on the 1st of December 2018. Vehicle gets towed in. Will only start repairs at the end of January. In April, you informed me that the car will now be written off as the damages are too vast. You collected my vehicle from the panelbeaters. Yes, that was in April. It is now July. I am still waiting for you to pay out. Eventually you've informed me that you need the original papers and extra set of keys. I told you that it was with me in Thailand, as I have relocated abroad in the mean time. I got it back to South Africa as soon as possible. You asked for a contact person in South Africa that you can speak to on my behalf. I gave you that person. Did you speak to him on my behalf? No. Instead, you phone him, and ask to speak to me, while you knew that I am out of the country. And when you couldn't speak to me, you end the call. And no further action. The original papers was supposed to be collected from this contact person on 26 June 2019. Well, guess what. Nothing yet. Honestly, I chose Outsurance because I thought: 'surely they are so popular coz their service is good!'. Well, it WAS good! When we made the accident, you phoned every two hours to find out if we were okay. When we first joined, you were very quick and efficient with your communications. But I should've known better: it is pay-out time and suddenly you are missing in action. NO response to emails, apart from an out of office reply. You have my car AND my money (hey wait, isn't that theft?), but you can't cancel my monthly installments because you can't contact me for a voice recording, because I am out of the country. You also won't accept the cancellation on black and white or issue me with a direct line that I can phone, because I cannot spend thousands of bucks on a phone call where I'm going to listen to a tune playing in my ear while I hold on for the next operator. Again, no further communication from your side and you just keep billing me. So, on top of you having my car and my money, you keep requiring MORE money from me, for this ridiculous (lack of) service. I am seriously regretful for taking the decision to become one of your customers. NEVER will I again. And believe you me, anyone who asks for advice will here the full version of this story. Why do I have to BEG you for the money that you know belongs to me??