Bad service from consultant

I must say, I was not happy with the service I received from Jose Nelson. When I did my claim, I was assigned to this lazy inconsiderate guy who makes it like he is doing me a favour for his services. I would send him numerous emails asking about the progress of my vehicle and I think he just sent my emails to his junk or chose not to reply. It went to a point where he didn't submit other forms from the assessors. The colleagues would say he would call me back but he would never. All in all I am not happy with the service i received. Its almost a month since I claimed, and I was told that after a month I would have to pay for the courtesy car from my pocket even though this was the discoveries mistake.