Insurance paid vehicle now Wesbank sits on the money

My insurance paid out my motor vehicle claim to Wesbank on Tuesday 10 December 2019. On Tuesday and Wednesday I spoke to an Colserve agent via email, someone I have been dealing with since the incident on 29 November 2019. I was told that she would contact me as soon as the fuds reflect from the insurance company and then my vehicle would be settled, however there would still be an outstanding amount of R7500.00 BUT my insurance policy that was sent to the Colserve agent clearly states that I had a 2 year warranty and because my vehicle is only 1 year old, the warranty for the 2nd year should be paid back into my vehicle account and then I should settle the outstanding balance of R3600,00. Now I have been trying to reach this agent for 2 days with no luck. It is 2 days later which means insurance money shows in Wersbanks account, which then also means Wesbank should remove this from my Wesbank AND FNB account so that ONLY my outstanding balance of R3600 shows as the warranty should also have paid the amount over to Wesbank of R3900. I need this done and sorted before next week as this is extremely urgent!!! I do understand that it is holiday but I have received no out of office reply from this agent and she is blatantly ignoring me! My insurancewas extremely quick to pay the vehicle amount over to Wesbank but now Wesbank simply sits on that money and does not do what is suppose to be done! Can someone please sort this IMMEDIATELY!!!!!!!!!!!!!! It is extremely urgent please!!!