Disgusting claim - lack of - service

I am disgusted and apauled by the lack of service offered to me as a paying customer. I recently processed my first accident claim which I as a customer had to follow up with and ask for feedback that was promised, only to be told that my claim has been cancelled due to me not providing all documentation required. The document in question is the accident report which I went to collect at the police station, and I was advised that it has been taken to JHB CBD metro. The consultant said they would try source this, and even sighed when I asked her to do her job and she said that it would be hard to get the accident report from JHB CBD metro and that maybe I could try and get it. Is this not the job of the insurance company which I pay for their service?

I am exceedingly unimpressed with the lack of “service” given to me during my claims process. I have done my level best to provide all documentation required, to keep in contact with yourselves when no one from your company has bothered to contact me back on time - as they have said that they will do - and assist me with this claims process. When I call to follow up on the process a consultant says they will contact me back. This does not happen and I as a customer have to call back for an update. I have to follow up on what is still required and ensure that you are doing your job.

This is unacceptable, pathetic and frankly enfuriating to a paying customer. How can you claim to provide a service that a client could in fact get much easier on their own. Actually we as customers are doing all the work for your consultants.