Absolutely Shocking Service to Clients

Naked insurance demonstrated the worst customer service and lack of assistance with regards to an accident claim. They refused to contact the third party's insurance because the claim was under excess. Now I, the customer, am left to deal with aggressive and dangerous third parties by having to communicate directly with them. Is that not the purpose of being insured that these situations are taken care of by my insurers?? Because every other insurer would undertake this common decency and moral task on behalf of their client. They displayed a complete lack of empathy and their staff lack the knowledge required to assist customers as admitted by them in their email correspondence. They are quick to accept insurance premiums every month but as soon as they're called to action they come up missing.