Bad service outsurance

I have been with them for over 14 years so disgusted i requested a refund on a premium for a car that was written off before they took a premium it still doesn’t reflect after a month after my accident I finally received settlement and bought another car put that car up and now they deducted the amount they were suppose to refund with the new premium and needles to say on the date of accident I called them no one called me back I was left to my own demise I logged the claim on their app that evening still no call by the next day at 2:30pm until I called they even wanted to keep me liable for towing as it was not a prevered service provider I had to ask for car rental to be organised car was apparently repairable according to their assessor even though the drive shaft was out those parts weren’t even on the original quotation until panelbeaters informed them of extras to top all of that up they increased my co payments on everything as if it will s my fault I got smash and grabbed my fault their was a flood few days before Christmas my fault they broke into my car while my daughter was buying food on Black Friday my fault the geyser broke why does one have insurance if these things get held against you they even make it very clear do you want to proceed because you’ll loose your outbonus o yes and I had to return the rental car two days before the payout actually reflected and even though I phoned to complain you get send from pillar to post I had to make a plan. Is this the type of service you would want this is not how you treat anyone and I’m sure I’m not the only one that has this problem this is so on called for they quick to phone when you want to add a item but never on complains