Effecient claims

I have been with budget insurance since 2016...I must say they are always quick to process and approve claims... I have had windscreen claims from time to time and the service I receive is always effecient. In June I had my first car accident. I made the claim on June 19. And it was approved within a week. My only issue is that in all the years I've been paying insurance I was also paying for car hire. After my claim was processed I was told someone from the car hire company would call me to arrange the car but nobody ever called. I took my car for repairs and for over a month I had no car. So basically I was paying car hire all these years for nothing