Bad service - delaying payment

My car was in an accident on August 12. The claim was approved and the AOL sent on September 19th. I send back the signed AOL on 20th September. Despite emails to the agent, who I will not name online, when my son called today to find out about payment, he was told that the signed AOL was not returned. I have proof that it was sent. When he asked to speak to the agent, he was told that the agent was not at work today and noone else can access his computer to check. Once again it is getting to the first of the new month and like last month my debit order for a car I no longer have will be debited on my account. This will surely affect the settlement amount which will have to be recalculated and then I will have to sign a new AOL with more delays. I was actually very upset to read more reviews on this forum, where the same thing happened to other people. More upsetting was the Short term insurance ombudsmans report for 2016 which gives statistics on the number of complaints received against SBIB as well as their having a 29% overturn rate from the ombudsman on their complaints. In other words 30% of the complaints were upheld by the ombudsman. I find this all very very worrying and would appreciate a reply from someone. With this type of service and ombudsman report, SBIB do not seem to be a company that inspires confidence. Please assist.