Service provision during claim process

After lodging a car accident claim following my friend being involved in an accident with my car. The claims dept is not willing to assist with towing and storage fees simply because the person involved in the accident used a towing service that is not in the insurers panel. The person assisting in that regard has a tendency of speaking in a condescending tone as if im not a client whos premiums are up to date. I hate that i have to be dealing with this in this stressful period