Hollard does not provide correct legal advice

Since May 2017 I have been asking Hollard for legal advice re a loan that someone is not paying me back and not once did Europ Assistance who is working with Hollard tell me that the court requires a Letter of Demand sent via registered post or with the sheriff. December 2017 i went to the small claims clerk who told me I need to send the Letter od Demand via registered post or the sheriff. I have had to do everything myself via the sheriff and am now waiting to go back to the clerk to get a case number and to send the summons. What excuse does Hollard and Europ Assistane have taking money from clients but not being competent to give such simple advice to a cleint? Pathetic and disgusting.