Bad Customer Care

My Mom was enquiring about the curtsey car that she qualifies for incase of a breakdown as she experienced a breakdown on the insured vehicle. the call centre agent told her to go to the place where the vehicle was towed to and request them to send auto and general a quotation.

first, Auto and General is the one that organise the car to be towed and the dealer the car was towed to. we were informed the car was towed to a dealer 65KM from my moms place and how does one expect her to travel that much to ask for the dealer to send Auto and General a quotation.

My mom told the person that she will not be able to go to the dealer and ask the person to call the dealer on her behalf and the Auto and General agent refused.

He even refused to authorise the Curtsey car that my mom qualifies as a benefit of the comprehensive cover she has.

My mom asked him what his name was and He refused to give the name to my mom.

what kind of Customer care is this??