Service delays

I think it would be easy if the consultants can ask every need the client has based on the benefits on the option of the insurance

Like in my case my car was damaged, because I had an option of car hire which I was paying for, they did not ask if I need a car hire or not, because I added it I thought they will arrange it automatically. And I told the consultant that my car is not drivable, automatically they were suppose to request towing truck to transport my car to panel beater, but I had to do multiple calls to request all the services I was entitled to, that frustrating and I paid my access fee as early as possible hoping that there will be no delays for my car to get fixed, especially from insurance side