Respect the client and at leats try and understand

We logged a claim for an accident. The vehicle had the airbags deployed which initially looked like a small bump but after review and assesment the feedback was that the car is uneconomicall to repair. This decision was taken without consultation with us as the client. I do understand that the company will have rules but then at least have the decency to call the client and discuss it. And to make matter more depressing is the fact that they totally ignore the client request to refund the petrol in the vehicle which still has a full tank as the vechile was filled up the day before. Not by me as the client but my son who does not get a big salary (doing articles). And then in the emails shout at us as the client (in bold letters) without trying to make a plan or accomodate the request.