No communication

Why should a client always resort to acting a fool before someone assists? I've been calling nonstop to speak to a manager with regards to a ambulance claim Africa Assist has rejected, which Essential first said they never received and the ambulance service proved otherwise. The lady called me apologized and said she'll get back to me. Kindly have someone contact me and I'll also like the recording of that phone call as she'd admitted that had the claim been done within 90 days you would have covered to which the nice people with this specific ambulance service has done. I don't understand why I have to call in between the 2 companies when it seems so easy to settle according your staff!