A hell claiming process.

I have been trying to claim from one of my policies since the beginning of the week, and it has been hell due to connection issues as they hanged up on the mechanic and due to incompetence. When the mechanic tried to call and claim, she kept being told that my policy does not allow me to claim. This is after I specifically told employees that I have several policies, but they kept on referring to the wrong policy. I asked one of the employees (Neo) to call me back after speaking to the Mechanic to clear the confusion, but he refused and said I should call him. What is the point of having a phone if you are not going to call? So these phones are only used when they want you to join their policy, but when claiming, it's a different story. Moreover, I called one of their employees (Not Neo) and he **** about the policy and told me it only covers light bulbs after I told him the policy covers several things and referred him to the page number. After I told him there are other items then he referred me to someone else. It makes one wonder if the service provider has the right staff to deal and satisfy client needs. If I have to follow up now and again, they are not ready to deal with such large clientele. However I am very disappointed in this process of claiming, it screams selfish behavior.