Absa insurance does not respect or protect thier clients

I have multiple escalation requests with Absa I-direct insurance. My car was towed from the accident scene on the 30 November to Roodepoort repair center for repairs to date. I reached out to Thandeka Mncube before the car hire lapses she advised that i should return the car to Avis and that the delay is not considered an issue attributable to Absa I-Direct they can't extend my car hire. I stay in Pretoria and work at Roodepoort. I can't be expected to uber daily to work when I take out an additional cover for a courtesy car. However, I would like to emphasize that this situation is entirely beyond my control. Furthermore, am expected to pay the access which I don't have a problem paying but I provided the insurance with the 3rd party contact details. Why am I paying for the access? Is he not supposed to be paying if not what Absa I-direct is doing to protect me as their client?