Poor customer service from the claims department

I had a claim for a breakdown yesterday which was handled by dial direct. Thank you. I was also contacted by someone from the call centre to confirm that the service provider had in fact towed my vehicle which I appreciate. However I was told to contact the claims department to find out a copy of the invoice or any other document confirming the break down so I can give it through to my work. When I contacted the claims department I was put on hold by the consultant and after 5 minutes or so I had to drop the call. Thereafter the lady did not bother to contact me back with regards to my request.