No customer service for clients - Budget Insurance

As a client with a good record with regards to paying my monthly premiums, budget insurance has given me a rather pathetic service. Upon receiving the notification that my vehicle has been written off and that my claim had been approved,they advised that they would settle my account with the bank (vehicle finance). The transfer to settle the account was done on Friday 25 January 2019, according to the bank budget insurance could have requested a Natis document whilst waiting for the amount to clear at the bank. The amount finally cleared into the bank account (vehicle finance) on the 28 January, but no Natis document was requested by budget insurance. On the 31 January I received a call from a dealership that they couldn't request vehicle finance from this bank as my account was still open. I called the bank to investigate and I was informed that my insurance was meant to request this document to have my account closed. I reverted to my insurance and they informed me that the bank is meant to send them the documentation. Needless to say but I was sent from pillar to post by my insurance that I have paid continuously with no break in payments. I'm unable to make vehicle finance comparison with my current vehicle finance bank because of budget insurance's terrible service.