Very bad service

What a bad service from call center agent. I claim from my warrant, claim approve, when I request for courtesy car, Thuani told me that I'm not covered for courtesy car but when I took top up for shot fall I was told my policy do cover. First when I call they send me pillor to post, I ask for management Thuani sad his manager is busy, I ask him can he send me what his telli me that I'm not covered for courtesy car via email, he sad his name is Thuani. He refused to give me his full details n email. This is the first time I'm treated so badly at enovation