Great insurance, but incapable people

The service that I have received thus far was great, BUT here is my complaint: I was down in EC on holiday when I had electrical failures on my Mercedes and had to get back to Jo'burg. A rented car was organised but I had to upgrade to a bigger class rental. They told me that it was possible, but I would have to pay the difference in price, which I had no problem to do but for one day only. I told Neo that I will be driving the smaller car up in Jo'burg, until my Merc is returned.<br> THEY DID NOT BOOK ME A VEHICLE TO RENT @ O.R. THAMBO, AND I HAD TO PAY FOR IT MYSELF FOR A DAY (WHICH IS NOT MY BIGGEST PROBLEM) AND NOW I HAVE TO TAKE TIME OFF FROM WORK, where I have not been for 2 weeks and need to catch up on all my work.