Courtesy Car Struggle

I have a car insurance policy with Absa Idirect Insurance. On the 21 November 2019 I registered a claim with them and I told them that I needed a courtesy car and they told me that I didn't sign for a courtesy car. they further told me that they were going to listen to the tapes to check if I did request for a package with a courtesy car. To date they are still waiting for the tapes and I am struggling with transport to go to work in this rainy days and my work place is far. Please assist me if you can, I have never took a car insurance policy without a courtesy car. My claim No. is ***