Poor Service from Standard Bank VAF division

I was financed by standard for my vehicle and a couple of days later my vehicle was written off before my 1 installment called in explained my situation but arranged for payment because i did not want bad credit record,my insurence requested my account number and ref gave them what was given to me by standard bank conusultants but insurer was advised that its incorrect then was advised to send statement sent statement and the the insurer was advised that that was that is not enough i personally called requested the documents and an encrypted document was sent a document that i could not open,now my account is handed over to the lawyers?I cant pay for a write off that the insurer has been trying to settle?