Worst Insurance Ever

'm writing this on behalf of my father who had a car accident on the 14th June 2020. We have been trying to communicate with them through mails over and over again. One agent calls us telling us that the car is worth a certain amount and should be taken to the panelbeater for repairs. The other calls us and tells us that the car is not covered for repairs. But how because they have the audicity to take the premiums but the car ain't fix and guess what, NO MAILS WERE SENT TO THE CLIENT so that they understand the terms of the premiums. By the way the car is getting more and more damaged in the yard and the premiums are still taken