No notary documents for you

We paid off my father's car during lockdown to assist them with cash flows. After this, and before he was able to register the car in his name, he unfortunately wrote off the car. VW financial services has been the most difficult step in getting the pay out from the insurance as they require the notary documents. VW finance has been impossible to deal with and no assistance has come from them. We have submitted the final statements received (only document received) showing the payment received on their side to them more than once to try and get this resolved as well as the proof of payment. The VW dealership where the car was bought has even been involved and they have not had any more luck than we have had. My father is reliant on a vehicle for him to earn an income, but he cant afford one till the insurance has been paid out, which is impossible without the notary documents.