theft

i feel there service sucks and misleading customers, i have been a loyal customer for 2 years not missing 1 installment. I got in an accident and when i logged my claim i was informed it will take 1 week for pay out. This issue escalated to a few weeks and they said my car was a right off. i eventually got fed-up and fetched my car, little did i know my car was auction already to be sold. when i took car to a workshop they could repair my car in 3 days as it was just minor suspension repairs and radiator. the auctioneers wanted to buy the car from me and every time i said no they would offer me money, why offer more money?. After 4 days i am happily driving my car no faults, but i feel like i was cheated out of money as the investigator who done the claim did not do there part there was never any feedback from no 1, i had to call consistently and till today i have not received a penny. I escalated the matter to the ombudsman who is currently looking into the matter and i am wanting to approach an attorney as this is theft. i have since cancelled all policies with budget insurance and so did my wife. i will tell the world what happened to me as this was a horrific experience.