Should information wanted , be a pain?

I am with Outsurance now 5 years for motor vehicke insurance. Previously I had very prompt and excellent support regarding information asked and services rendered for solving problems concerning vehicles. This time it was a very unsatisfactory situation so much so that I decide to stop my first ever claim on my vehicle. I spoke to an Outsurance staff member who was absulutely not willing (or ***********?) to provide the much needed information regarding my policy to enable me to make a calculated decision. So I had to give Outsurance on that exoerience a very low rating. Lucily another staff member phoned me the next day and I were able to get ALL the information I needed with ease. So thank you, Outsurance and the "follow-up" person for helping me solve the situation.