Courtesy car problem

On the 10th of February someone reversed onto my car, I made a police accident report and called iwyze for a claim, submitted all necessary documentation only for them to later respond saying they want log book report from netstar with regards to the whereabouts of my car a day before, on the accident date and after the accident date, the police report and gv me only 2days (Thursday and Friday) to submit otherwise my claim will no longer be considered. We'll I did my best and send them all that Last week Tuesday I get a text from the Panelbeaters that my car is booked in for today, I called the insurance and asked for a courtesy car from today, guess what!!!!! The insurance only submitted my request this morning and I was called by a lady from Avis saying I must collect my car at Avis monument in krugersdorp with a copayment of R2000 which I was NEVER informed about when taking up my insurance cover. I called iwyze back with regards to the matter and all they could say was they are sorry they didn't tell me and there's nothing they can do to help me so I must pay Avis that money, I don't hv that amount and as it is I'm at home without a car and the Panelbeaters said I can only get my car back around the 8th of April. I'm so frustrated and miserable I'm totally not happy with the service I got shame, totally not