Discovery Insure bad claims process

I was in an accident on the 4th June and Discovery Insure wrote the vehicle off within the week , since then the claim has been stagnant with only communication initiated by me, my vehicle installment still went out on the 30th June yet the AOL does not reflect the updated settlement value furthermore the sales rep explained, should the insured (me) not be at fault in the accident no excess is payable but the AOL still deducts the excess, I have dashcam footage of this accident! I asked for the telephonic recording between myself and sales rep and just get transferred from person to person until the call drops.