Worst Car Insurance Company Ever!!

Worst insurer ever! Met with an accident on the 1st of August 2019. It took them 3 weeks to tow the vehicle away from the tow truck yard - that too they claimed that the tow truck company was not listed despite the contact centre advising my brother that everything was sorted when he made that call (the car was not drivable and I was in the ambulance during such time in the process of being transported to the hospital ). After much fighting with the towing department - Kelly Allison in particular,who was dealing with the towing claim - and them going back to listen to the recording (3 weeks later) they towed the car. Everyone that was dealing with my claim took forever My car is a write off thus the bank is in need of a settlement. There is a shortfall on this amount. However, instead of shortfall settling on the difference in the settlement amount that was initially received - which is valid till the 20 September 2019, they tell me that they will request a new revised settlement figure which will have my installment (which goes off on the 28th of August) subtracted. This is utter nonsense! They will benefit from my installment despite me being without a car for so long. The amount is not going to decrease my excess in any way but it's going to decrease the amount that top up is going to pay. I spoke to the manager of Pamela Smith - a guy by the name of Claude who advised me that that's how it is and there's nothing that he can do. It is extremely unfair that I still have to pay for my excess and my car installment whilst the insurance company benefits from this. If they had settled my claim sooner - instead of leaving my car at the tow yard for 3 weeks then my installment would not have gone off this month. I informed Claude of the 3 week delay and he said that he does not feel that that was a delay or negligence on their part and that he HAS to request a new settlement figure. I also mentioned how fats other insurers are and how slow they've been - all he says to this is that he can't speak for other insurers but that's the procedure that they follow. Worst service ever. No good customer service. I've been without a car for almost a month now, going to pay an installment for a car I don't have, still have to pay my full excess all the while Auto and General benefits from this due to their delay and negligence and "there's nothing they can do about it as it is procedure". Pathetic! Also, the consultants don't know anything- keep saying you have to speak to your claims person - who is impossible to get ahold of. If that person drops dead? Is there no one that will know what's going on? So upset and out of a LOT of money because of their incompetence. Worst insurance company ever. Does not put the customer 1st. - would never recommend them to anyone.