Disappointed at Dialdirect

I have been a Dialdirect customer for 4years now. In these 4years I've always had car hire on my vehicle insurance policy. I've since sold my old vehicle and bought a new one and moved it onto my policy. I was in an accident lately and my vehicle was sent in for repairs and I was told that I do not have car hire on my new vehicle. I called Dialdirect and have told them to request the call recording of me adding my new vehicle to the policy to see what was said as I'm sure I requested vehicle hire to be added. 4 calls, 3 agents, at least 1 manager, an hour long call which I was left on hold for more than 25minutes and 5days later I still have no answers. I'm very disappointed... How am I sitting here with my vehicle in repairs without a courtesy car!...and what is the use of my courtesy car if my vehicle returns from repairs and it takes your'll 2weeks to get back to me?...I can't even begin to express my disappointment with Dialdirect.