Claiming

A lady drove into me with a rental and I went the Europcar. It took two weeks to get my documents to fill out and once I had that and submitted everything I heard no feedback for 3 weeks. I called and asked about my claim and they hadn’t even looked at it. I was then told the rental needs to be fixed and paid for before they looked at my claim. This is ridiculous as I’m sure if I rode into her that would be the case however she rode into me