Discovery insure claims

My car was written off and they have deducted the excess twice. I cannot get anyone to assist me in this. My first settlement amount expired as they took to long To do anything. The claims administrator never rep**** to my emails or ph calls. Neither does his manager. Now they want me to sign over the car, which I have refused to do until my claim is sorted out to my satisfaction. The manager said he would contact me soonest after they sent a email. I'm still waiting. Wonder how many other people they have **********. Their service is shocking!