Dial Direct failed us and clearly do not care

We claimed for the accidental damage that occurred on 02 April 2018.On 11 May 2018 after my husband fetched the car from the repairer certified by dial direct, the car caught fire, less than 10 km from the repairer appointed by them. Dial direct towed the car. According to dial direct, they appointed Fire and Disaster Dynamics to determine the cause of the fire and the extent of the damage. We were never contacted or informed about any progress on the car. Only when we called and asked about the car, we were told that it is mechanical fault and dial direct will never pay.Dial direct then send the towing vehicle to deliver our car at home, with all the parts st********** the car. Now they claim that the car had a mechanical fault, while their panel beaters tempered with the car. Why were not contacted before the car was stripped by their expert,where is the proof .This findings is based on the expert appointed by them without our knowledge. The car was towed to our house with a worse state than it was when they towed it on 18 May 2018. Now dial direct want us to accept the car that their expert stripped. Prior to the accident there was none or whatsoever top up sign displayed on the car. We have a record history of the car and the car is serviced at Range Rover, why were we not contacted before stripping the car and get a representative from our side also, now they say we are at liberty to pursue the matter because the car was st**********. Clearly there is no evidence there .Dial direct failed us by not taking responsibility.