Representative was un sympathetic. We were not at fault. We were rear ended. The lady who did it was honest and nice she even said what distracted her. Thankful nobody was hurt. What did get hurt was no vehicle for 2 weeks. Having a rental for a week. Not knowing when the check will be received in mail to buy another vehicle. The representative was unsympathetic. The monotone voice that she may not be able to control. What she can help is language to act like you are sympathetic and are trying to help. I understand that the rpresetive can only do so much.I understand that we are poor and that is our problem. We were told we could rent a vehicle in the begining and would be reimbursed. We did not have the money to do that. We are both disabled. So money is extremely tight. I did not understand why it took 2 weeks to get a rental. I just wished it was handled better. User's recommendation: Acting like you care about the person or persons. Being quicker on for the receivers part.