FNB Insurance Brokers rude and unhelpful

I have battling to get a claim lodged for a vehicle accident and get my vehicle assessed as well as arrange a hired car. The second consultant I called finally lodged the claim, but still to date no response. I called back 4 hours later and was told that I need to give them time as the turn around is 4 hours. Even though I called 4 hours later ? I've now called my underwriter OM Insure directly and only now am I getting help. FNB is rude and abrasive when asking for feedback. Is this not a service you are providing for which we are paying ?