Discouraged client.

For the most of it they are a great insurance provider, or so I thought until my recent experience. For starters after my accident they requested information I had no way of having which to a large extend should’ve been available to them because they were the ones that directed me to the service provider( towing service). From there on they requested I provide them with a copy of an AR which I wouldn’t have a problem with but problem being I had the accident in a foreign town there was absolutely no way of getting it, just when I thought that was the end of it they’re requesting information irrelevant to the accident such as my risk assessment address whereas the accident occurred on a public road. When asking for an update they claim to have some “administrative processes” still outstanding. I was of the idea that this claim would be settled by the end of the Tuesday. That did not happen and I was promised by the end of the week it’s 17:32 now and I still have not had any feedback from them. It is really saddening because so far I’ve had such a wonderful experience with them.