broker can't make up their mind regarding my claim

Standard bank brokers miscommunicated information to Auto and General consultant regarding my new drivers details that was supposed to be added on my insurance. My car was involved in an accident and it's a write off. The insurance does not want to settle the claim they are blaming standard bank of changes that was done on my policy. Please help me. Standard bank is saying that they are still busy with internal investigation. It's been almost 2 months now and I don't know what to do now.