Assurity Brokers&Constantia Insurance

Never use Assurity Brokers as their service or lack of is disgusting..it’s been almost a month that I submitted my car insurance claim and was supposed to be finalized last week Thursday and to my surprise the insurance company (Constantia)consultant requests me to send all documents I sent for the claim including the pics of my car!!!So unprofessional Can someone tell me as to what are Brokers for????