Dropping the Ball

I am very disappointed with the service from Discovery Insure (D I). I am insured with having a rental car made available to me. It was Avis that informed me that I had exceeded the rental period of 30 days. At no time did D I inform me of the fact even though I asked D I. I have corresponded with D I through emails and have a timeline of the events. There are big gaps in the communication from D I including the consultant being ill for over a week. I’m a pensioner and living on a very tight budget and was charged R 4606 for extending the rental period by Avis. This was debited to my credit account which didn’t have enough funds so I am in default with the bank. I feel very strongly that had D I been better on the ball I could not have the additional expenses. I requested to be escalated within D I but no success.