Out of court settlement taking too long

I would like to get the ceo to intervene on my matter. There is an out of court settlement and Standard Bank officials are delaying to settle my account. I just received an email below from Louis but when I read the policy which was send to me by him there is no guidance about the out of court settlements process. There is no information about the process and procedures on the policy as he mentioned on his email. Can Ceo intervene and documents be sent to my attorney , as this is my account and I am a Standard Bank client I don’t deserve to be treated in such a manner. My attorney has sent all necessary information requested by Standard Bank attorney including the banking details but nothing has been done it is almost 3 weeks we are waiting. Louis Muzangwa keeps saying it’s part of the process and procedures of which they are not in my policy document . I even contacted the office of The Ceo Mr Shabalala and sent the email to Sue Riley.I am still waiting for her response. This Standard Bank insurance doesn’t value their customers.