worst assistance ever, im feeling used.

Hi im currently busy with a claim at Outsurance on my Motor Warranty Policy and i was just wondering, is the service really so bad or what because im with Outsurance since 2014 up to now and im having trouble with a certain Advisor that is nothing close to HELPFUL, my car is by the repairs for almost 2 weeks, ive send all required documents whilst being INTEROGATED by this Advisor leaving me with debt for using my own transport since last week, spended about R2500 on transport and this employee of outsurance is showing no sign of assisting, respond to my emails a day after, and just requesting documentation one after the other, im so depressed at this moment and my wife and kids dont even want to talk to me because we have no transport for school and work, walking most of the time long distances to get somewhere, ive never skipped one payment since 2014 and this is what i get in return......its really disgusting really.......My claim nr ***.