Discovery insure, poor service review

I got my car written off in May, discovery continued to debit my account and only stopped in November, after multiple times where I had to call them and go through that tedious customer menu.. Getting the car settlement confirmation was a mission and a half.. You call today, they promise to sort you out and get back to you with answers, then silence, then having to call them again and again.. Now they owe me refunds for the debit orders to the sum of more than 20k. It was mid November when they confirmed the amount, they don't communicate via email or anything to keep me updated, it's 14 December now, every 4 days I'm calling them, and still haven't received confirmation that the money is being processed.. And all they time, I need to made means such as taking money from friends or credit cards because I now have a new car, with 2 insurances debiting( the previous and current) to the sum of 5k... Very poor service... I'd give them less than a star if it were possible