Is your question: my house accidentally burned and they hold the mortgage or the insurance?? In either case you must notify them pronto. If its insured with them they will have to investigate before paying out whatever amount you took out. If its a mortgage I hope you took out mortgage insurance. Neither will pay the full amount if the loss of your home and its content. Sorry. ?
You need to get a lawyer and then sue them. You go tom their offices and find out the reason for the delay first before you proceed to court. They might have had some problem or they are just lazing around.