Bad service

My mom was in a accident this morning she is a client of auto & general she phoned to report her accident. But the women helping her was rude and very un professional. She could not hear well over the phone as there lines are bad and phoned back several times to get assistance. She also asked if they could phone her back and the did not. She asked to speak to the supervisor and they refused to put her through. She had a dramatic experience and her insurance treated her badly. Still she is no where closer to getting this sorted