Unsatisfactory service

I called I to make a claim, the consultant who helped me did not help me properly. He did not pick up that the add on plan make it possible for the whole claim to be paid. I called back and stated again what I need. I was told that the info would be given to the agent and I will get a email confirmation. Still till now I am still waiting since Friday. I emailed the agent in question to rectify the situation. I am still waiting and so are the garage work shop, who needs to start on the job, on my car. It's so frustrating and unprofessional.