Affinity refuse to pay all damages to vehicle

My husband was involved in an accident in January. We are now 2 months down the line and still don't have our car back. And they refuse to pay out our tow bar and nudge bar because we did not specify it. BUT we bought the vehicle like that and it was not additional extras we added. It was included in the value of the car and it was noted on our inspection certificate. Plus they took almost 2 months to even notify us of this - even though we submitted our inspection certificate with the claim forms - and only after we started questioning them about it!!! We are so disappointed with the service we have received! One consultant says they will get back to you then they don't... Then we just go on to the next consultant! That is how we have been treated as customers! So how many other customers gets treated the same!

And the best of all is that they get their money back from the 3rd party which bumped my husband! Yet still they refuse! PATHETIC service!!!!!