Poor Service

My wife paid extra on her vehicle for courtesy car or car hire that when she comes into an accident she has a other vehicle to rely on. So she was in an accident last week and every time we ask the consultant about it, she says that IT is looking into it and she keeps on avoiding the questions, not only that but we also submitted countless queries for another product but never came back to us. We constantly have to follow up about the progress and how far the authorization is.