Terrible experience so far

Busy with my fist claim and so far very unhappy, they sent the car to a panelbeater for a quote which came to 120k and also did a digital assessment which came to 166k and decided to take the car as a write off based on the digital assessment value it would not have been a write off at 120k. They refuse to have a look at changing the claim to a repair and I am still waiting for the claim final outcome, but I have already been phoned by a auction company telling me the car has been registered to be auctioned off by them. I also asked if I could at least buy the car back from them directly if it is a write off and they said no I can only get it back through the auction house. I also phoned them asking to have this information in writing and they keep saying someone will call me but no one has called me back.