NO ASSISTANCE IN INSURANCE CLAIM

I have been a client of Wesbank for almost 2 years, and a client of FNB for 20 years. Recently my caravan (financed through Wesbank) was written off during and accident that was not my fault. All documents and the claim was lodged with the insurers and Wesbank. The original documents was requested from Wesbank on the 4th of February. Today Wesbank tells me that it will take another week until they can produce the documents. This after they were paid the full outstanding amount on the 11the of February. I am so disgusted with the service from Wesbank I get no reply and spend hours on the phone trying to get hold of anyone. What a disappointment. Would not recommend them to anyone.