Worst service ever

Really pathetic service: They were my insurance for almost 3 years, I had to put in a claim about a month or so ago, I've notified them that I can not drive any further. I've phoned, I've sent messages, eventually I made a plan myself, 3 days later they phoned me to say they will sent a tow truck, I mean did they think its ok to phone me 3 days later whilst standing next to the road?? They just never answer your messages, mails, give direction over the phone. Eventually got this sorted. I've sent them a letter about 2 weeks ago to cancel my policy, 3 days ago they phoned me, I was on the phone for half an hour with someone there trying to convince me not to cancell. I said many times to the person no cancell it, then he keeps on asking but why, later on I put the phone down and sent them an e-mail asking for a cancellation letter which they did sent. Last night they took off a debit order (although my policy is not active anymore). When I phoned them about it, they say ok they will refund me....it will take 5 - 7 days.....I mean like really. I have no words but pathetic service.