Settlement letter for vehicle

What is the hold up when it comes to getting a settlement letter for a vehicle ?

I met up in a car accident on the 25th of January 2022 . I started requesting for a settlement letter as soon as my insurance asked me to . The 1st time I was helped immediately over the phone , and now that the settlement letter has been expired I had to call in to ask for another one now I'm being told that I have to email someone to request for it ? Who is on the wrong here , because the 1st time I was helped over the phone now I'm gonna wait 3 to 5 working days for one letter . This is unfair and totally slowing down the process of my vehicle being settled.