Dissatisfied

I had a very very bad service with budget insurance after been with them for more than 5 years, in June my wife was involved in car accident the car was written off, they paid for retail value after 3 months even after that the was shortfall, their value added products department refused to pay, giving me lame excuse saying the money that is shortfall is from extras, how do they know that is extras money, I am very very disappointed in them , I am going to counsel home and car insurance I have with them , I don't even know why am I still with them. People be warned this are wolves in sheep skin, it was my first time having a car that is written off from accident, but this is a learning curve, budget ke sharp ka lena.