Dialdirect terrible service

I am truly appalled at the response level of assistance from dial direct. I was recently in an accident early December. After which I fetched the courtesy car from europcar a couple of days later. A week goes by with no call from the insurance company and then they call to say my car has been written off and gave me a list of documents that I need to supply. I was also advised that I would have to return the courtesy car immediately. I explained to the agent that these documents are going to take sometime especially this time of the year when the licensing office closes. I also explained that my policy covers the courtesy car for up to 30 days and I only had it for a week. After which she said she will speak to her manager, when she returned to the call she advised that they can only extend thr car for an additional 2 days. I explained to her that they are leaving me without a car and without the funds to purchase a new car, I was told it's their policy. As it stands the car is due to be returned today, I have been called everyday by europcar advising that the car is overdue and I need to return it. I will have no car and no funds to purchase a vehicle due to the o/s documents because the licensing office is closed till the 2nd. How can this be policy to leave their customer stranded?