Everyone feels they pay way too much in insurance, and when there is a disaster, everyone wants help NOW, because they have paid for it.
As if the ins company didn't want their premium paid NOW....
Not only did the insured pay for it..in advance, but did so in most cases for years and years and years with nothing tangible to show for it but cancelled checks.............until now, and after all those years and all those premiums, this is very possibly (if not probably) the first time they've ever even heard from their carrier or agent since beginning the coverage. (unless of course they missed a payment)
So, it's understandable, that after paying in all these years, they expect that claims agent to do their job...the job they have been paid by that client to do..in advance, for years and years and years.
The client already did their part.
now, it's time for the claims rep to earn their pay and do theirs, with the same efficiency and quickness that (again, for years and years) that the insurance company demanded that the client make their premium payments. The client isn't asking for anything the company didn't promise and already got paid for.