Worst possible Service, Customers are not Valued here

Europcar is the worst possible Car rental so far and I don't know why insurance's insist on using them. Yesterday around 14:35 I called my insurer to ask for the car hire they offer when you've been in an accident.they said they have sent my details to Europcar and they will call me back, that was yesterday. I was in town and thought it would be easier to fetch the car. I waited ,2hours for a call that was never going to happen. I then phoned Durban branch they said call head office. I called head office. They said their systems are down, I said well why didn't you notify the insurance so they could use alternative car rental instead of making me and other customers wait for freaking Xmas. The lady said 'pleade give me your details mam and I'll have someone from reservations to call you back' I guess they still calling me bk .I said imagine if I just arrived in Durban and you guys are making us wait with no notification to the insure. No care for customers. Nothing. There should be contingency plans for everything. Even when systems are down. The phone lines are working. They couldve notified some insurance if not us. I mean don't they have any brains at Europcar. Any company has continuity plans for any possible outcomes!! Hello Wake up!! Europcar. I then phoned this morning. To asked what happened, nothing. They are running a mockery and ******** customers that's all they know