Dissapointed

submitted a claim for my vehicle that has been written of and it was unfairly thrown out. They claim that my driver was drunk., they however have no proof of this. The investigator said that would insurance they don't need hard evidence, so does this mean that we have no rights as consumers. When we tried following up the claim the lady was extremely rude and unprofessional. Upon asking agent for the telephone recording I was told I will get it within 72hrs and now it's weeks later and I still have not received it, now they have new ways of stalling. What's the use of us paying high premiums if we not going to get assistance when needed. I feel taken advantage of and unsatisfied with the service