Inconsistence on Procedures and promises to be contacted but that never happens

On the 7th June 2021 I had a claim with Miway, after the call was taken I was advised that the salvage officer will contact me, after countless calls no one called. The number for the claim handler is constantly on voicemail. Case Number C***, damage report came to 65K which I feel the vehicle can be fixed for less. since the vehicle is still under finance I was advised that the policy is that it should be written off unless authorized by the bank??? The bank doesn't issue those letters. Last year I had a claim after I was involved in an accident was assigned a very courteous team that I didn't even have to make calls but they were there every step of the way. When the vehicle was meant to be written off I was given the option to fix it, this time I am being told its against procedure??? I find difficult to understand the inconsistence. I am not even sure if I will be contacted after this review because from the numerous calls I made was only told that I will be called back which never happened