Car insurance

Hi I need some advise and help... I have been in an accident 14th December... Details was sent to Ecia insurance.. By the 19th January the settlement amount was sent too me.. I had a shortfall off R35000... Insurance refused to pay until i paid that amount.. So i did contact the bank that i have my finance with they did say that once the insurance pay i can make arrangements to pay the balance... But insurance stil refused.. Until the 23rd February they agreed to pay.. But im stil waiting for proof off payment.. I am stil paying for a car that i do not have.. And i am stil paying for insurance... I am unable too even get another vehicle because im stil paying for a vehicle that as been written off... Whenever i call the insurance company they are unable too give me any information... Please assist