Disappointed

We had a accident where municipal was fixing the road and on the mirror my husband spotted a car driving so fast and he swept to the side and a side bracket hit under the car and went in the bushes..which didn't damage the car only the bottom ..the accessor called me and told me that he will go and access the car ..we waited and no feedback was given then I called the accessor and was not available all the time 3rd call she was not available then in few minutes I recieve a report saying car is written off..It has been a battle of up and down till now I was given a opportunity for a car replacement great .but the process has left me stressed 😫 I had extras in the car which they said they will replace as is and not leave me in a worse condition..I think am at the worst condition..the guy handling the claim I had mentioned that we paid for our leather seats and requested to exchange I had to wait for someone to come back from leave to be authorized which she did now we keep waiting for a letter/document that authoritizes its been a drag till now we stranded..I had also sent emails which where not responded ..the other guy whose doing the car process gives info that is not complete ..he said I must call my insurance to do another insurance..and the insurer wanted to know when am picking up the car and which dealer which I explained to the guy what the insurer said..but we still stuck