taking money is easy but no service delivery from

We were ****** at gunpoint at my mums house yesterday. My car was also ******. Our id and wallets were in the ****** car as well.we have insurance w7th outsurance who have helped us so far. We do not have transport and hac to get a lift from a friend from bluff to avis toti to fetch the courtesy car. We paid the fee, but when it came toreleasing the courtesy vehicle to us they requested for our ids. Now how difficul is ig to understand that our ids and driving license were ******?avis refused to give us the car without a license, we are busy running around like dogs with no transport...yet we pay for this service? I understanc what they have policies n procedures, but can they atleast b helpful at a time slike this. We have been to the licensing office for temp id,but we can only get thru tmrw....utterly frustrating and damn disappointing avis.