Staff do not understand client services or cover

It has been more than a month since I started emailing SBIB to attempt to lodge a liability claim. Phoning into their call center is appalling. Ages to answer and then they pass the call to different departments. The last consultant cut my call as I suspect that she really did not want to open up a claim. How hard is it to understand that if a branch from a tree on my property, falls on a guest's car, it is my liability to cover the costs.