Unsatisfactory response and not in writing

Insurer says car is a write off, I asked for the remains of the car they refused unless I cancel the claim. I askeD to buy the remains & checked what could it cost me so I weigh my options and take an informed decision, I still have not received a written response to that. Am told to fill in a form of change of ownership that will be collected with some items, no one tells me what other items to get ready. I still want to know the cost of the car remains so I decide if I want to buy it or not. Car is not financed hence I wanted the option to buy remains & not sure whether it is in my interest as a consumer not to be given options but dictated what to do by the insurer. The car is in the s**** yard or so but I have been charged full premium for it. Thobile is difficult to deal with as she keeps talking about her manager whom she has never made me talk with, just tells me that her manager has taken the decision & has approved. I submitted the form but 24 hrs later still no response. Before that I waited for 48hrs until I had to call her to get her to talk to me, and she told me she didn't see my email. That's horrible to say the list, she's selective in reading my emails