Contradicting policy wording from their own claims agents, bad service during claims and VERY lengthy claims procedure

The only reason it is even worth 1 star was because of the fantastic service and response we received on Friday 18 June when our car broke down on the busy N2. Every step after that has been horrible. So, workshop sends a quote to repair the engine (2 x pistons) have gone, we get a reply that a lot of further engineering reports are needed to proceed with the claim, these will take another day or 2. No worries, we have the rental car option on our warranty... oh no... they will only provide you with a rental car once the claim has been APPROVED and not when quote is received as stated by the first claims agent I spoke with... you don't need to be mechanic to know that our car DOES NOT DRIVE and will not drive until repairs are done (quoted 17hrs for repair). So here we are, sitting with no transport and M-Sure is making everyone jump through a thousand hoops to get the claim done. We already know the repairs are going to cost more than what we are covered for, so why are you taking so long to approve a payout and a rental car? Your policy seriously needs some work!! Oh, and your claims agents have contradicting stories. Not sad that our policy expires in November as we will most surely not be renewing if this is the level of service we get. Your companies only redeeming factor (Roadside Assistance) is unfortunately also covered by our vehicle insurance and we will in future make use of them. If we knew this would be our experience with you we would've contacted them first as they would've atleast provided us with an alternative vehicle in the meantime... and so we learn!