Shocking customer service

Bad customer service. My mother has a policy with a car hire option due to the fact that my brother is disabled. Her vehicle is booked for repairs and every time she's asked for a courtesy car since the confirmation of the booking, the claims consultants tell her that she can forget about it. The consultants do not take into account that my brother is disabled and my mother needs to get him around. Also why is she paying for a service that she cannot access when needed? Someone senior needs to intervene or we can take our business elsewhere if they cannot take care of their customers.