Bad service

I recently claimed from my car insurer about a collision I had on the 9th of January 2018 and everything was being handled professionly from the 1st day and I had no problems and was happy with the service(Renier Du Bruyn was helping me I enjoyed his service and he told me he will be the one who's handling my case)...... until on the 15th were I had to drop off my car at an approved panel beater which is a partner of MiWay .....I called my car insurer Friday around 08:14 (I forgot the consult name)ask them to book me a courtesy car which is part of my my contract with them, I was told that the car rental company will deliver the car at the panel beaters were I dropped of my car for repairs, I was also told the car rental service will call me on monday the 15th around 7, on monday 15 Jan 2018 around 08:34 I called again to ask what's happening with the car hire the consult it was a lady ask me if I called the panel beaters n ask them if they have parts for my car I was like really is that my job I was shocked the lady even hang up on me..... fine handed over my car with no problem per agreement and was helped on time it was around 8:50 am .....around 09:05am I received a call from Ayanda from Miway she told me that she handed everything to Avis n they will contact me within 2 to 3 working hours i had now where to go since i dd have transport and there are no public transport nearby , luckily the panel beaters offered me a ride to any destination so I chose Pretoria CBD hence I thought it was close to the car rental service (AVIS) I waited stranded in the cbd for 3 hours n few minutes still got no call so I searched for the rental service number I spoke to someone there and they did not receive any booking under my name and I was told that there are currently no cars in their branches all over Pretoria and I must wait until 3:30 I said "okay fine" and dropped the phone to call miway and asked about the Treatment I'm getting from them as my insurer until I ran out of airtime I bought another airtime called miway 12:20pm I spoke to a guy(Naledi) he told me he will fix everything he even told me to hang up he will call me back in a few seconds ohk I waited for the call and still no1 called me back...I received an sms from Avis confirming a car rental for 3:30 pm (which I ddnt agree to because I was told the car will be waiting for me by the panel beaters) ... I decide to walk to the nearest Avis which I searched for on the map in Pretoria to tell them my problem I got there and gave them a reservation Number I got from the sms and I was given a car which I was told over the phone that there are no cars around Pretoria until 15:30pm... I handled things on my own and I still got no call form miway to ask how am I or was my problem solved ....I want to know if this is the way miway treats their customers, I have never claimed from them and I've been a loyal customer for years, my safety was at Risk and the ending of the claim was not handled professionaly