Request for a shortfall settlement letter

[samassango]

My car was written off and the insurance paid some of the amount and I want to pay the outstanding amount so I need the amount and bank details to pay it to. I contacted the claim department, they've sent me just an amount, reference number and account no. Then I tried to pay it on the app, but the account holder was required so I don't know what to do. Please assist with full details to I can pay it on the app. Thank you in advance.