service provider disregards clients rights

My vehicle was involved in an accident on December 3 2015. it took a week for me to get a claim no. after about 2 weeks of me keeping on phoning for feedback i was informed that the vehicle is deemed a wright off. I was informed that i have the option to forward a quotation to have the vehicle repaired and it would be forwarded to the assessment company for review. the investigator that was appointed did not receive a copy of the quotation to enable him to make a fair assessment and i was required to forward him a copy. up to date i was contacted by Mohammed about 6 or 7 times and i made about 20 calls for feedback which is costing me money. I feel that as i am a paying customer and i have not been kept in the loop it appears that you are only interested in money and the customers are only there for your pleasure.