Disappointed

I called the insurance yesterday due to a burst geyser. The service provider came and tried to be patient and wait for their call. I just called mow snd they trll me they will send a document I need to sign before they can on. When asking y they didn't send it earlier, they apologize for the inconvenience. Why do companies think that apologizing make thigs writs for the company. How things arecgoing now,is not what I was promised when I joined.