refusal to pay out claim

my mum joined 1st for women thinking that they were they best and that they would resolve our claims effectively and efficiently this was about 2years ago, in that time we never had a claim nothing. My mum is the main driver of the car and occasionally gives me the car to drive. On our policy I'm the occasional driver I had an accident about a month ago and the car was damaged beyond repair. We've been patiently waiting for the guy 'handling our claim to let us know what the way forward is all we got was a man who interrogated us and made us feel like *********, who blatantly **** to both my mum and I fabricating stories that we are lying. Now we get a call from him saying that they 1st for women will not pay we have not received any documentation stating why they rejecting the claim, then they tell us that the car is in Kempton park and we should pick it up. these are the people who have been debiting my mom's account every month, the one time we need them they fail and without even a descent explanation. Actually feels like we being discriminated against!