Disappointed

I took an insurance for my vehicle and I was informed that should I claim I will have a courtesy car and a zero access, it happened that I claim and to my surprise there was no courtesy car and there was a R10000 access fee on my plan, I enquired about it and spoke to Nqobile Mthethwa, she promised to request the call record of the person I was speaking to and come back to me in 48 hours, 48 hours passed she never got back to me and even the person who is assigned(Tsepo Kekane) to my policy never contacted me. I kept on calling with my airtime having to be transferred all the time and everytime I called Nqobile will not be in her desk or busy on the phone, I leave a massage for her to call me back and no response. Mind you I'm stuck I can not move because I don't have a car difficult to go to work, my life is in danger as i can not take public transport with uniform where I stay, I didn't expect that from discovery after paying such high premium.