Poor communication

Iemas insurance brokers has poor communication I have been trying to call them since yesterday thing I dont understand is all insurance companies they are working on holidays but not for iemas insurance my wife is trying to get a courtesy car from iemas insurance since her car been towed by them and they didn't even bother to ask her if she wants the courtesy car while she qualifies for it and it is also written in her contract also, meaning we have to wait for thm to come back after long weekend for us to get assistance while every month we dont even skip the payment they dont even hesitate to debit their money . This is not good this is how insurance companies operates they ripping us off