It's bad, I am really disappointed

My fiance was involved in an accident on his way to work and they called me and I came to pick him up had to quickly rush to the doctor, so we left the car at the spot and the police tour it to testing ground it has been three weeks we made the claim and they is no action after they made us send all required documents. We planning to cancel it at once and pay the cancelation fee once and go collect our car and fix it ourselves. Not to mention they did deduct the money this month and we getting no help and storage for the car is still accumulating whilst we told them on time