Terrible service

<p>Claim number ********** My mom had an accident on 2 August it is now the 11th and the car hasn't even been accessed! In the interim I have asked for car hire which I have been paying for only to be told I can't have an automatic. The car insured was automatic! My mom is the driver of the car and has only ever driven an automatic for the past 30 years. Now they want her to try drive manual and **** herself because they didn't bother to stipulate that we needed to say which car we needed in car hire. I have asked for the phone records to be pulled twice and escalated to a manager. It's suppose to take 48 hours .....9 days later and 2 requests and I'm still sitting with no communication. they are never late to debit my account but don't offer the service when you need it. After this experience I will definitely be looking at other insurances if this is not executed efficiently. </p>