Outsurance doing everything possible to not pay

I am a third party dealing with Outsurance after a client kindly acknowledged responsibility for an accident. The person I have been dealing with has been appalling, giving me the incorrect claim no to begin with, then never returning my calls, only get to speak to her if she happens to answer her phone (hardly ever) - Usually I'm asked to leave a message but NEVER receive a call back. Anyway besides all of this, I have a Wesbank contract on my vehicle and therefore have not been sent the Natis with my name showing on it - instead it shows all other details including my id number but my name is blocked out. I sent this as part of the required documentation at least 4 weeks ago and only now, when its come to 'making an offer' Outsurance are insisting I get Wesbank to provide a copy of this with my name showing - otherwise they won't submit the offer. Wesbank are saying they cannot do this so I submitted a copy of my contract with Wesbank to Vanessa but no joy - she is delaying anything further because my name must show on the Natis. I asked to speak to her manager today when finally getting through so she puts me back to their 'message centre' ie hangs up on me.<br> Please help!