Terrible service

I regret the day I took this useless insurance, after fighting for my claim to be paid for my ****** car now they is a delay in paying my claim because they didn't fetch the car from saps pound. I don't even know how they decline the claim before fetching the car. its been 32 days and counting . After countless calls, today was told claim is going to be paid but I haven't received proof of payment as I requested. Is this the service offered to everyone??