Very bad service never replying to concerns

I have had two claims with these guys. Firstly I have spend the last 3 hours trying to get hold of someone to help. They keep passing me on till it cuts off. They promise to phone back they never do no matter who I talk too. I had a claim a few months back, my policy says they must get me a rental car. It took so long for them to get it I had to rent one out of my own pocket from a friend. I recently had a head on collision. Lost my car and very nearly my life. They did pay out and get the rental car to me (2 weeks later). I go to Avis and my SIGNED form says return date 23 NOV. They are telling me now it had to be back yesterday (19 Nov) and I will be liable to pay?? How can this be? I have tried to call to sort this out but I think people should know not to use this company. It seems to be a trend of theirs. They don't reply. They don't really help and they sure as hell do not care about the stress this puts on people during working hours and recovering from a serious accident. Unhappy and disgusted with your service and organization. Going onto hour 4 trying to sort this out. Still no help. I will not be continuing my insurance here after reading the other similar complaints.