Car insurance companies are bitches if you don't cooperate. I can attest to their side of the story, however, as I spent the last 2 summers working in a rather large once. The volume of work these people deal with is unfathomable, and so I would highly suggest that if you want to get your claim dealt with properly, then cut the claims rep on the other end of the phone a little slack. They deal with irate customers all day long, all year long. Imagine what that can do to someone's patience.