LOST HOPE IN PINEAPPLE

I am deeply saddened and hurt by Pineapple insurance who came highly recommended. When my car was involved in a flood ,I thought I would be assisted by them but only for them to hold information that I could have used to make an informed decision. They told me my car would be written off but never mentioned the option of substitution. Only when I spoke with my finance house that I was told they should have given me the option of substitution. I have written to them many times and explained to them that the finance house said they can re-imburse them the money paid, a new account be opened and the substitution be done, but only to have them threaten me with legal action. I use the vehicle for my livelihood as my job requires I have a vehicle, as work awkward hours and at a remote location. What will my family eat if I lose my job?