Shortfall policy document

Greetings Team, I have a query that I need assistance with I am not too sure how/ what is the delay regarding the documentation, I was involved in car accident, and I had insurance with budget insurance, iua business solutions for my shortfall. I have statements, policy documents, accident documents for my claims. Budget insurance assisted me with getting vehicle replacement after my accident. Based on the shortfall I had I was pushed to a low spec car that does not have the features of the vehicle I had before. Iua was supposed to settle the shortfall if because the Toyota Etios NUR57144 was a total of loss, I had insurance cover for shortfall, it's been 3 weeks I have been waiting for claim however whenever I call, Ie today I spoke to Brian *** the feedback I am receiving is wesbank / toyota finance is not providing the detailed documents that they requested to complete the claim. May you please provide the reason why this has been an issue since this has been going on for 3 weeks now? I have provided the detailed documents and webank with toyota finance must be able to provide the documents to finalize the claim? *** / cellphone number *** policy id ***ST business name is IUA