Car replacement not attended to

I was involved in an accident in august and the car was a write off, the insurance arranged for replacement and till today I still haven't received the replacement car. I have been paying instalment for a car I don't have. and the attitude of the people dealing with this issue is horrible. I have been trying to call the claims contact no I have, no one answer the call I hold for two hours and eventually got tired and drop the phone. this is horrible. I trusted standard bank but this is just pure pathetic.