Bridge of contract by Hollard

I took a funeral policy for my brother with Hollard and he passed on in June 2018 and they made a pay out after two and half weeks after long and frustrating service from them. As part of the package I was supposed to get a rental car for funeral arrangements of which I didn't get at the time. I was told that I can still claim for the car within a period of 6 months. On the 1st week of September I called the company making a claim of the car. As I made follow up they kept on giving new reference number and claiming that they will call me back. On the 18 September I emailed their complaint department but no response until now. I am do unhappy and frustrated with the service of Hollard. Please help I humbly request your intervention. Xoli Mile