People must never take cover with these fly by nights

My husband who took out a car insurance cover with AFFINITY underwriting managers had an accident two months ago with his BMW. The assessors wrote the car off immediately, we were required to send in the relevant paper work and we did FROM THEN ON **** HIT THE FAN. We call the claims department almost every day but no one was assisting us. They transferred my husband from one person to another with no assistance still. After about a month with us panicking that they made no follow up we asked about the rental car which the cover provides but was told to wait untill the claim is finalised to get it. A few weeks ago after hounding them with no avail my husband was sent a sms that confirmed a cancellation of the insurance or claim "as per my husbands requeste" which we have no idea of that cancellation....why and how would we cancel a claim with out being paid out? When he called them the told him that his broker made the request, we have no idea of what the talking about mind you and there was no broker to begin with, we did everything on our own now we are being told about a broker. A day or two later another sms is sent telling us we are being moved to another insurance company, our claim however is hanging no one is telling us exactly what is going on. Im sure these guys where looking for something that would constitute them not to pay but they didn't find anything so now they are doing this. How can they move us to another insurance but our claim is not finalised.?? Is that even legal?? Our only hope is the ombudsmen now, other insurances are claiming that these guys are going under,im very sure with the ways things are happening they are for real.