Refusal of car hire after an insurance by the car insurance

Imas car insurance they do not want to release/authorise car rental as I am involved in an accident, apparently one of their consultants last months when i was sending proof of payment made my long time policy with them as if it is a new one .I did advise please everything must be the same and they also listened to the call and i advised i do not want any change in my policy but decided to omit car hire and they want to make it my problem. I escalated matter with them still no help. And also there was an onset increase on their premium of above R400 all of sudden.I am not happy client at ALL.I have consulted with motor industry Ombudsman .