car hire was asked for and they didn't put it on

I had an accident last week Wednesday. I have car insurance with Absa and Hollard being the underwriter. I i asked for car hire to be taken out and it was not added to my policy. I am still under investigation when it was a legit claim during bad weather and up till now, no further details were given. I have used almost 100 minutes and the call centres keep me holding for 10 mins at a time.