Prime meridian direct bad client service

I had an accident on the 21st of march 2020 while I was insured with prime meridian direct. I reported the accident to the police and reported to them aswell. Prime meridian direct took it's time to get back to me and already we were on lock down. I submitted everything they needed to them. It Took them weeks to get back to me. When they did they wanted more things hence we were still on level4 of covid-19 and it difficult for me to access internet cafes.I submitted everything. They never updated me on the progress of my claim. I had to call them constantly. We are in June now and I've just received a call informing me that my claim was unsuccessful. I asked how did it come to that conclusion, the just said they were going to refer me to their claims department of which before I got a call from pmd telling me my car was written off and I asked what is the next step and they said the person dealing with my claim (Alicia van der Schyff prime meridian technician)will contact me moving forward. She never did. This morning I get a call from a towing company asking me where should they tow the car to? Without any updates for months hence waiting for their legal department to call me and explain how did they come to such a conclusion. It's the 1st time I had to wait for updates on a claim From them. The previous claim I waited 4 months for it to be resolved and close to 2 months for my car to be fixed. I have been with them for 7 years, 5 of those years accident free. They ill treat their clients when they need them the most, knowing I have been with them for seven years. I'm so disappointed with their service and still waiting for response through their legal department.