It makes no sense

Took cover with them and unfortunately had a claim which was handled all proffesional and all (post to follow) but when it came to the car hire option it was clear that one of the cars was on manual. Today when the claim was approved I arranged for car hire and asked if we cant change the options on both to be autos I was told no it is not possible. When I called to change this option on the actual plan, it was done /changed effective today and prorata was charged. Claim approved today but cant change car hire option today even when I offeded to have the money backdated to inseption. Makes no sense. Not at all.