Common sense not so common: absa idirect

I am completely disappointed with the service I have recieved after being a client for over 9 years. I submitted a claim on Monday, 20th February for lost car keys. I can't access the car, cannot open and definitely cannot drive it. Absa has been doing endless assessments since and are refusing me a courtesy car which is a benefit I pay for. Thier reason is that the car hs not been towed and is in my possession. Sense has not prevailed to them that the claim is for lost keys, therefore I am immobile. The towing truck has been coming since Tuesday. I do not know what is taking so long to render such a simple service, 5 days later. Needless to say I am not shopping around for insurance.