Bad Claims Service

Posting on behalf of a friend of mine, with no access to email.

'' Why do we pay brokers?. What is the use of claims staff?. Two weeks..... For a payment on a small claim. You leave messages, they never return calls. Some of the staff very rude, impatient and attitude. They don't care about elderly people with small Premiums.

Is there still Brokers out there that truly cares?.

Is it better to go to a Insurance company itself?