Disappointing Claim Process

Europcar is so unprofessional, I rented their car and another driver bumped me at the Hotel. We immediately went to the Europcar in Durban, King Shaka. We gave the report and got IR the same time. The other driver also gave her details, and the insurance details. It took a month for Europcar claim process to start. I was then contacted by the rep from the third party, who requested all the info again which I provided within an hour. 9 days later, the Third Party company sent me an email to inform that the person who had the documents left the company. Its surprising that such a big company doesn't have a proper system that if one resource leaves they will struggle to retrieve work of someone who has left. To me it is just a lie, it only an unprofessional way of dealing with their clients.