Dissatisfied customer

I have been with Budget insurance for a couple of years now and I am starting to wonder if I made a right choice by being with them. On the 30th November I submitted a claim and I asked about the car hire and the consultant told me the car will only be provided to me once the claim is being finalized, the claim was finalized on the 9th December and on the 12th I asked for a courtesy car then I was told that I should have taken the car long time ago so now that my car is a write off they can’t help me but I have been paying for the service. Now I am left stranded and I have to ask for lifts from my colleagues everyday when I go to work whereas I was paying for a courtesy car