Dialdirect care less about a client

My car was involved in an accident on the 28th December 2014. As the driver was injured and could not immediately got hold of me, he got assistance from a tow company to look after the car as he was transferred the hospital by an ambulance. 3 hours later I arrived at the scene and found the tow truck transferring the car to the storage and I called the insurance and they settled with the tow company to store the car. The car was not assessed until the 27th of January 2015 and the insurance claimed they were negotiating which I found ridiculous and undue delay on my side. The claim investigator called me and tell me that after assessment all they need is the medical certificate and the claim will be finalised. After a lot of altercation with more than 10 people at dial direct, I received an agreement of loss letter which indicated that I had a shortfall, I reminded them that I had a shortfall cover with them and therefore they need to revise the letter. To my surprise the Investigator called me on the 29th to request new document (skytrack report from Nov to Dec 2014) I gave it to him on the 30th January. To date my claim has been exchanging hands within and is still not finalised.