1st for women told me I'm on my own

I'm a 1st for women client and I have never had to claim. The one time a 3rd party crashes into me, 1st for women tells me that I'm on my own and it is up to me to claim recoveries from the 3rd party's insurance. At this point I'm asking myself what is the point of having insurance with them. The service consultant that I spoke to, Obakeng (if that is her real name) was so rude and condescending! She made me feel like I was stupid for even calling them. It seems when you need 1st for women, they turn their backs on you.