Sad very sad

This is a micky mouse insurance 3 time I asked them for a recording and up to now nothing from them. From the start of my claim after I loss my car to get a response it very difficult. Take a mouthy premium and and tell me I first have to removed the car from the policy before they can refund me and to crown it been told they will take care of everything. It is very sad of a insurance company to been very unprofessional towards there clients.