Absa activate car insurance

Switched my car insurance from Budget with comprehensive cover and a courtesy car hire,got an accident and requested to be given a courtesy car but was told its not part of the cover,i requested a voice recording on the 8th April 2026 and was advised it will take 3 to 5 days,i haven't received any communication since nor did i get the recording,i am so disappointed and inconvenienced 😞