Miway refusing to provide me with a courtesy car

My claim for a vehicle repair was approved by the insurer and it is in for repairs. However what is puzzling is that when i request for a courtesy car which i am paying for and entitled to i am told that i must wait for the ordered parts of my vehicle to arrive at the panel beater before i can get a curetesy car. I must walk and use public transport before the ordered parts arrive at the panel beater. My matter was elevated to a manager on Monday 07/10/2024 and till the end of business day on tuesday 08/10/2024 i have not received any feedback for my request. I have been with this insurer for the past 7 years, never claimed and the only time i need their help their giving me the run around.