Pathetic Service and Poor customer service

Rejecting payment for my transport expenses while my car was at the repairer. The customer care agent confirmed on the call that I will be reimbursed but now they don't want to pay me back. Please refer to policy wording numbered 6.5 Vehicle Hire or Public Transport If the repairing dealer is unable to complete the work within 8 working hours of your claim being authorised, we will repay you for the costs of vehicle hire or public transport, providing that you use a recognised vehicle hire company and you provide us with receipts for the monies spent. My car was booked in on 25 May 2020, repaired and collected on 29 May 2020. Claim was Authorised on 27 May 2020. It took 48 hours for my car to be ready.