Car written off and its taking 3 weeks to finalize!

3 weeks now and my claim has not been finalized but dial direct took my car. I received my settlement letter from VW in a few minutes but it took Dial Direct 1 week, why? Now the quote they got is higher than mine, why? I keep calling and having people shout at me but I pay my premiums every month but now when I need you guys to finalize you are shouting at me and telling me i dont listen? You guys are very selective about who you assist.