I pay for a courtesy car but am not allowed one

I added a courtesy car on my insurance as a back up, should anything happen to my car. Now I have a problem where someone bumped into me. I did not claim from my insurance as it was not my fault. I phoned auto and general to inquire about the loan car and they said I am not entitled to one as I did not claim from them for my car. What baffels me is that I saved them R12000. I pay an additional amount on my insurance for the car so honestly i think i am entitled to it, claim or no claim!