Double booking and rude treatment in one!

Earlier today a tyre from a passing truck fell on my car while parked at work at the parking bay. After 11:00 this morning I called Santam to enquire what am I to do in a case like this. I was advised to first get to the scene and then call the police. My main concern was to arrange the car hire since I was without a car due to the damage. I was assured that the car rental will be finalised within 4 hours, specifically my request was for before 16H00. I was assured that all will be sorted, but called Europcar just to make sure the car has been booked. On my second call to know their address in Stellenbosch, Gregory got all aggressive and rude, telling me nobody told him about a car for me and that he hasn't't got any cars left. This is after I got confirmation from the call centre in Pretoria all was sorted. After 4 this afternoon I was still stuck at work, no car in sight, just ''I'm sorries\. I had to arrange to get home at my own expense. This after I've been paying my premiums for months. What happened to customer service