Vehicle Finance

My car was recently deemed a total loss. I have vehicle finance with standard which I’ve been paying every month but haven’t been receiving statements. It’s been 2days asking for a settlement letter for my insurance because for some reason my account number that I gave to my insurer gave them an error. For someone that suffers badly from anxiety & depression this is so unfair, I’ve been calling getting transferred to different departments but the last unprofessional person I spoke told me rudely so I might add, they’d call me back when they get to the office because they were using their data to take my call. Like I’ve finished my airtime trying to get through to you guys. How does it make sense to be calling 4 days for a simple letter?!! Can you imagine the stress that I’m under, not knowing whether my insurer is going to settle the whole amount because standard bank won’t send the settlement letter is that fair to me as someone who’s been paying but not receiving an statements monthly as within my rights should? Next time If I’m taking vehicle finance it’ll be with West Bank, definitely not with Standard bank cos of the experience I’ve had. Y’all don’t care honestly cos this is clearly an emergency, 4days of me calling with no luck