Laziness

So I had an accident and tried to call Budget to lodge a claim, three times. I requested a callback since when I wasn’t called back I decided to call them myself , spoke to Lucia who firstly did not take down any of my policy information. She immediately asked who was driving and told me to ask the driver to call in and lodge a claim on my policy. And I understand that yes a conversation with the incident driver must be held but basic information could have been obtained from me first and my permission for someone else , irrespective of who the person is to lodge the claim on my behalf , do you think he would pass the security check had he called in and would you then tell him the policyholder must be called. This is just laziness on her behalf. Really Budget I wish I knew why I decided to change insurers , I never had this hassle with my previous insurer and as soon as this is done I am changing insurers and will tell my husband to change his insurer too and anyone else I can think of!