Pathetic serice, customer care non existent!

Pathetic Service, I am insured with PMD and in December while my wife was going for a prayer she became dizzy lost control of the car and hit the trees on the 19th of December. She had to undergo a shoulder operation on the same day. While at the hospital waiting for the operation a very rude ****** lady called asking my wife about the accident and said my wife was driving on a dangerous road, I mean I stay in a village and we have gravel roads and my wife had an accident 800m from the house. They then said they would add 3000 extra for driving on a dangerous road and I am wondering if they wanted us to fly the car in the house or what. Since the accident has been investigated and sent an investigator to our house so that we take them to the scene after asking me for pictures from the scene. They then called my wife again asking the same questions they asked in December while at the hospital. Last week we heard it was referred for decision and today Wednesday the 17th it has been almost a month since we last saw our Picanto which they have written off and towed to the storage facility we don't know. Today was told that the decision-making body returned it to be investigated again. I feel like they are trying to find loopholes not to pay the claim. To make matters worse no one will update you unless you call. Their marketing team after I submitted a complaint never contacted me. I then wrote on social media they then asked for my numbers I provided them with my contact numbers but they never called instead they said I should provide them with my policy or ID number I told them they had my numbers and that when they needed my policy number they will call me. Pathetic service from a company which is only interested in premiums and once you sign up you are just a number. I am also looking for quotations for another car that is still insured by them.