Claims Department Agent and non existent service.

Id like to point out a specific Agent.... she is the most unprofessional and most unfriendly agent your company ever hired as a Travel Assistance Administrator... I had to cancel my trip due to my father passing away. She had no empathy at all. Didnt not even bother to contact me telephonically, only if I did. She did not explain that I had 3 other people with me who had to cancel their trip, that I had to have 2 other claim/ref numbers ... she just expected documents. Then she didnt follow up when I explained to her that I was awaiting documents from the travel agent. She didnt take my situation into account, she didnt bother at all if certain documents were not there. She didnt take the situation with gentleness. She didnt even bother at all. All she wanted was in the list and that was it. Then when I did eventually get certain documents all she said was sorry I missed the deadline and the claim was no longer valid. Like what the hell? Your robot like skills and communication is pathetic. Youre lack of empathy is non existent, your assistance was nowhere to be seen. Please do not call yourself a travel assistance administrator when you are nowhere an assistant.. oh when I did eventually contact her in Dec she seemed to be very irritated and rude.. like I was bothering her then she stated oh well my claim woukd be handed over to the underwriters, why ? Cause she probably didnt want to deal with my claim. So I plead with to assist me with my claim, this is why we take travel insurance.