Unfair assessment and treatment

I have been a member of this insurance for 3 years and this is the first time claiming from them. They are not sending me policy report yet they say something different from what I have been knowing all this time.My car was is an accident almost two weeks back they assessed the car the assessment report is way too high than the damage on the car , also their assistant say different things to me. They are also taking time to get back to me I’m the one who is asking them to call me every time. I just found out that they have a workshop nearby yet they too my car very far from where I stay.I’m not happy at all with their service. I feel like they are forcing me to sell my car instead of them fixing my car.