Passing the buck back to me

My car was ****** about 4 months ago, I am insured with Standard Bank, a month later it was recovered by tracker and was taken to the police pound, on inspection, the engine numbers etc were changed so upliftment from the pound was not an option. I got all the details ie. investigating officers number and gave all the details to the insurance company, they came back to say the car cannot be assessed because it is at the pound, 3 months later its been assessed and written off, now in order to settle my claim they need remove the car from the pound, this was the issue 3 months ago and i have been saying that, so the consultant tells me i need to call the pound and get them to release the car. I have done everything for this claim, ive contact the pound, been to the pound, regardless of the fact that i have no car. now again I must do something else, this is now ridiculous and i am the one being inconvenienced, then what is the point of the insurance if i am doing all the work. I need an answer now, standard bank isnt helping me move forward.