Extremely Poor Service

This insurance company is the poorest I have ever dealt with. They make the claims process extremely unpleasant for the client. At no point do you feel as if they are trying to put you at ease, put you first or help you in any way. My car was involved in an accident on 7 June 2019 and was caused by a taxi skipping a stop sign. My car was towed away by the insurance company, but I was told at a later stage that the vehicle has been towed to the incorrect location. My car was only finally delivered to the correct location on 13 June 2019. Six days were wasted getting my car to the correct location (assessment center), but at no point did I receive an apology or the insurance offer to extend the time period for the courtesy vehicle for their mistake. I have had to run after the insurance company everytime I wanted to know the progress of the claim. You can never get hold of the actual person handling your claim. I was informed yesterday (19 June 2019) (after I had to call again as they seem to have no interest in following up with the client), my claim has been authorized, but I have to pay additional excess for tire replacement as the tires were not brand new when the accident occurred. This is not stated anywhere in the terms and conditions, and as such, I am refusing to pay this additional excess. When I have had claims in the past with previous insurance companies, for my wife or myself, I have never had to pay additional excess due to the tires not being new. That is ridiculous. It has overall been an extremely unpleasant situation as this insurance company seems to show no interest in putting the client first, being accountable for their actions and doing things in a timely manner. The turn around time and they way they deal with clients is simply atrocious.