A complicated Budget insurance claim

Hello Peter, I am a 40 year old woman, on the 18th of June 2018, which is last week Monday I was involved in a car accident in Mafikeng on Vryburg road. I have been with budget insurance for one year since June 2017. The first thing that the consultant- Ms Shezlin, told me was that since I have been in a car accident ,I am going to forfeit my cash backs next year. The only thing positive they did so far was towing my vehicle out of the scene within 2 hours. when I joined the insurance I had been clear and specific to request for a lower category courtesy car, however when I called the insurance last week Wednesday- 20th June 2018 , I was told that i had never asked for a courtesy car by Ms Shezlin, the consultant that was assisting me said that she will request for the recording to be retrieved so they can listen to it to confirm that I had requested for the car, up until today I have been phoning them to make follow up,((Ms Rene, Ms Joyce, Ms Joey)but I have been told that it takes 2 working days to retrieve information from the recording and yesterday when I called was told that the consultant that is responsible for my claim is on leave. I further asked if there are no other competent people to assist me and the person who answered the phone said that it has been noted that i did not request for the courtesy car. I made it clear that I would like the insurance to give me an answer regarding both my claim for the damaged car as I was promised last week, and the clear feedback about the courtesy car by the end of yesterday as i was promised last week that I will receive feedback by the end of the day on the 26th of June 2018. That did not happen yesterday. This does not make sense at all because my work entails a lot of travelling and i am a single parent of three children who are very busy, so i am currently struggling to get to my work due to lack of car, i sometimes have to walk for about 2 hours to reach my work and the roads that i walk on are very dangerous, firstly I am a woman and am vulnerable to be walking through ***** roads alone. Regarding fixing of the vehicle, I was told that the assessor first has to investigate the case because there is a possibility that my previous insurance might have given them incorrect information regarding the period which i had stayed without insurance last year, so the Budget insurance is by all means looking for a loophole and use it to decline my current claim. The consultant told me that if they find any incorrect information they are not going to pay for the damaged car. I am concerned as to why didn't they do all that at the time that I took insurance with them, verification of all my past insurance history. I have been paying my monthly contributions and i never skipped even a month, the only thing that the insurance had made sure that they get right back then was my banking details, it is very sad and I feel so much humiliated to know that my insurance doesn't trust me only in times of need.