Appalling service

I've been using Iwyze for 5 uninterrupted claim free years and the day I got into an accident it took them about 6 weeks to give me feedback on whether they going to repair my car or not.I had to go on social media to complain to speed up the process of getting a response,2 days later they gave me feedback that my car will be fixed and about 3 days after that I got an email that my car is written off with no explanation whatsoever. They then deducted premiums on a car that had been with them for almost 2 months and sent an email informing me that my premium will be refunded back to me and 2 months later I'm still waiting for my refund.