Bad customer service who don't follow through with their processes

I was driving home and my bonnet lifted as I was driving. I called dial direct who assisted with towing my vehicle to the assessesment centre and also gave me clear instructions on the process to follow which I followed.

The problem started on Friday, when the assessor called me to advise me that my car was written off and I had to either cancel my insurance or get 3rd party liberty insurance. The consultant refused to advise on the value I would recieve as a buy back option (as they had decided to declare my vehicle a write off with out a clear explanation of how we got to that decision). The consultant also advised that if dont provide them with the requesred supporting documents the other option is to take my car to auction to recover the funds. advised the consultant that I would rather fix my car myself and they should withdraw my claim, issue the letter to release my vehicle.

This took over a week to resolve. After numerous calls with the insurance they finally released my vehicle.

Oddly enough, it's been 2 weeks since my car was considered a write off and over a week since I requested for the value of the vehicle, as well as the supporting documents justifying this decision and i have had no feedback and an explanation about a clear way forward.

I am soo disappointed as this is my very first major accident since I became their client in 2017. They are soo eager to get rid of the query and move on to the next one. I would not recommend this insurance to anyone.