Poor service and not being curtious

I am so irritated with this Insurance, instead of them fixing my car they decide to write it off, and now instead of them paying me the money they want to pay the bank which I will have to pay a shortfall and have no car still which is correct by them but I need a car as I have no problem to continue paying the car. Now I am canceling the claim they tell me that they won't tow the car to where I want it to be. What service is that, cause they are not losing any money by me canceling the claim. They can just do me a favor to just tow the car which will cost them almost nothing compared to what they were to pay the bank. Insurances are just ****s because this car is not even going to cost me R30 000 when I fix it myself.