Poor Customer service and ******** clients

I submitted my accident claim to IWYZE and I was sent a list of the documents that I need to provide including the incident report from police station. I went to the police station where I did the incident report. The police advised that IWYZE knows what process to follow in order to get the report. Because IWYZE is avoiding to pay for this report hence they are now making it my responsibility. I thought I'm paying monthly premiums to you so that when I need you to fix the car you will be there for me. Now I'm expected to run around getting things that the insurance company should do. I gave you the accident case number and your responsibility is to do the job. The fact that I have to be the one sending the pictures to the assessor instead of him/her to come to me and do their job. This says a lot about your service.