Nice on paper but actually horrific

Everything seems ok until you have to claim. They towed away my car and on their app it had sad that the claim had been logged. Few days later no one had called me and we had to call. When we called when are being asked to write out a written account of the accident and provide a drawing of where the car is damaged. We also need to provide details of the towed slip (the tow guy was organized by discovery). I have delay of lots of insurance companies and I never had to provide written account of what happened everything is dealt telephonically and through the assessment center. You seem nice on paper but are actually quite horrific. You can keep your rewards