Car hire problems

I have recently had to have a hire car, arranged by my insurance company, whilst my own car was being repaired. The period of hire was to commence at 09.00 on 3rd March with the hire car being delivered to my panel-beater in Lydenburg. Whilst waiting for it at 09.25, I received a call from Europcar advising the vehicle was just leaving Nelspruit. I therefore only took possession of it at about 11.00. I was given no paperwork indicating the vehicle was on hire to me. I sent SMS to Europcar on several occasions requesting this but no response. I returned the car on 18 March to the panel-beater and sent SMS to Europcar advising it was available for them. I have also tried to contact them several times by phone but it continually rings without being answered. As it so happens, we have friends who visit twice annually from the UK and they frequently experience problems with Europcar - car not being available on time , wrong car allocated etc. The reference for my car hire is ***. I have no idea whether they have retrieved the car or not !