Accident claim for a motor vehicle

I have been a valued client with the company for more than two years no debit order bounced or were rejected however when i got in to a car accident on the 11 August i received nothing but bad service my documents were lost after i had couriered them to their offices no one knew where they were and i had to make new copies that cost me money. My claim is still not processed to date after i had sent duplicate copies of everything they asked for I personally went there to deliver them myself which i had to drive down to their offices i was told that someone will call me back but i'm still waiting for feedback no updates are communicated with me i'm always the one making follow ups which in my view i don't feel like i am valued. Now is October and nothing has been finished not even processed and feedback received was always a problem when i asked for assistance i was being harsh to by almost every consultant in the claims department and when i asked to be called back i would get promises but no one would stick to their words. they promised me the best service ever but in return i received nothing but **** from them they even debited after telling me that my car is a write off which didn't make sense to make. I don't have a car not payback done nothing just left with an egg on my face for trusting them. I just want this matter resolved as i'm tired and gatvol of waiting.