Accident Claim

I have logged a claim with Miway for an accident which happened on the 20th of November 2022 whereby my card was towed to their nearest storage center and was informed the car is a write off. i was given a claim number C*** and the person responsible for my claim is Keagan Kgori who came to my place to gather information on the accident. He told me by the look of things my claim will not be successful and gave me a form to complete should i need the insurance company not continue with my claim which i did not complete and advised him to continue with my claim. My contract has a cire hire option which he advised whether my claim is successful or not i will have to pay the amount of the car hire of which i did not hire a car but does not understand then why it is included in my premium when i cannot use it. According to the wording on their contract it is stated that the insurance company will provide me with a hired car where my vehicle is damaged and not drivable, and the hired car will be available to me while my claim is being finalized however in this case it is not so. on 22,12,2022 when i spoke to Kegan regarding the car hire, he advised that either way i can get a hired car but i will have to pay for the service myself which i do not understand why then my contract includes a car hire service. It has been a month since he is busy with my claim, and he is awaiting contact number of someone who was not even on the accident scene and requesting i must get the contact number of that person even though i have given him the friend's contact number as the friend is not answering his call. What i do not understand is that my claim will not be finalized until he gets the contact number of the person who was not even on the accident scene, meanwhile he has spoken to people who were at the accident scene.