Bad Service received at FSP Solution

I had a claim my car was involved in an accident and they written off the car, it took them two months to pay off the vehicle. Firstly they didn't know that on the contract that I sign with them I had a shortfall. Secondly it was the additional that I insured which is the towbar that they refused to pay saying it is not damaged, if I want it I must go to where the vehicle is kept which is 200 km away from where I stay and remove it. My question is why did they ask me to insure that towbar if now when I need to claim they will tell me to go and remove it while they did pay other thing in that vehicle which were not damaged.