Bad Customer service

I am very upset and angry with this company. I had an accident just under a month ago, and my car was a right off, and my insurance organised car hire through them, as I have this attached to my policy, the car hire expires today, and was told yesterday, I called them 3 times and asked if I could extend car hire in my personal capacity, in other words i would pay for it. They gave me a number to call, which was my insurance number. I then called by and was told that she would get someone to call me. No call came. I called again this morning and spoke to a VERY RUDE call centre agent, and was told they only deal with insurance companies and I must call the branch, I asked what branch and why was I told yesterday they would get someone to call me, and she responded very rudely and said we don't do that, I then asked which branch and she said Europe Car. I was told they would collect the car this morning at my work at 10.00am, and I am still waiting. I am very frustrated, as I now have to get car hire through europe car, myself, and I have to do this before 5pm today, or UBER home. WHy was I not told this yesterday. and why was that women so rude. Its seems that they only care about the insurance companies, not the public who have been through terrible ordeals.