Poor Service from Europcar N1 City

The service i received from Europcar N1 city was pathetic. The lady refused to give me a courtesy car and insisted i need to have a drivers license although i confirmed i was involved in an arm ******* and lost all my belongings. Bear in mind that my details was on the system as i hired on two occasions before, I confirmed that i understand policies are in place but the way she brought it across with no empathy and very much attitude. I had a terrible experience with Europcar N1 city which are the 3rd party for my Car insurance Autogen