Terrible Service - Wesbank

Where do I start? As a paying customer you would expect claims to be settled in full with all the admin that is required to ensure the client can move on smoothly. Wesbank has proven that once they receive their settlement you are on your own. I'm now going back and forth with Wesbank to obtain a Natis Document in order to close my account. They keep stating that the insurance company should request the document on the Wesbank system. I called my insurance and they insist that Wesbank should provide them with the Natis document as the account has been settled. I have been calling for the past 2 hours. In the first hour I was told that the account manager was busy on a call. The next hour she was out on lunch, but I was assisted by someone else in the department. This is when I was told that the insurance company needs to request the Natis document. Now I'm left stranded with no answer as to who should provide this Natis document.