I sometimes wonder if its layed back untrained motability staff ,that don’t put priority interest in customers issues ,I recently was told to book in quickfit get wipers changed they do wipers ,that where picked up worn by service at mercedes but not changed . Motability said ,So I booked in told them car wipers needed ,got there had wait hour for wipers to come , when quickfit asked for authority from motability a second time ,they said no don’t change wipers ,???? Its confuseing ? But this not as bad as your issues with write-off car ,bless you . Hopefully get new car soon, maybe that’s why wipers not changed ,but why tell me to book in then when there ,no can’t have wipers done ,motability usually good but can let customers down ,with no apology explanation.