They don't understand

On 23/04/2015 my vehicle was ****** and recovered 4 days later. Thereafter I struggled for 7 weeks to have my vehicle released from the inpound and on the 18/06/2015 my insurance decided to write off the vehicle. The challenge now is that before my insurance can settle the vehicle they need the original natis doc of the vehicle. I have been without a vehicle for 8 weeks now and can only purchases another if Wesbank try to release the papers so we may settle the vehicle. i contacted the legal insurance department and none of them were rude but it does not seem as if they understand the urgency. I am going to be financing my next vehicle through Wesbank again and am pleading with somone to please assist in trying to speed this up. I understand you have processes but I am really in a very uncomfortable position. I have had numerous vehicles with yourselves and am really disappointed that nobody is prepared to even try.