Lack of communication, poor customer services.

Filed a claim, took an entire month for anything to happen, no communication unless we phoned, no responses to emails until I filed a customer complaint, have paid for a hire car in my policy for the last three years and now when I actually need the car they want it returned and I haven't even used it for the 20 days I'm allowed. Told that I didn't read the fine print and there's nothing they can do even though the reason I haven't been able to replace my car is because they have taken so long to settle it. Have spent ages on the phone speaking to managers and none will try and make a plan to accommodate or keep their customer happy. Very disappointed.