Why are some car insurance companies so bad?

[Fred C]

Do not buy policies on-line, do not buy policies over the phone, do not think for one minute a Facebook page or Twitter account makes a company easier to contact.
I may not live in your country, but I am a retired licenced insurance broker, vehicle registrations agent, and driver licence issuer.
When you buy insurance, buy from a licence broker. You get face-to-face advice, and you have a contact person, and office staff to get information from.

I am sorry you are having a problem, but there should be a government authority you can contact. In Manitoba we have a Superintendent of Insurance, there should be a similar office you can call, that regulates and licences insurance providers in your territory.