After not receiving my theft claim payment on time...

After not receiving my theft claim payment on time I decided to make a phone call...turns out they have lost my v5 (claimed they never recieved it) now refusing to pay out until they have recieved it, even though they text me saying they had recieved documents 2 weeks prior. after getting lifts to work for the last month while this has been on going I've ran out of resources my jobs on the line. Very unprofessional and lack of interest