poor service delivery

I was involved in a motor vehicle accident 23/11/2015 claim submitted on 24/11/2015. Claims agent assured me rental car will organised avis will contact me re collection of the rental. I informed the agent i will require the car by 26/12/2015 back on duty the 27/11/15. The 27/11/15 resume duty having to find my own way to work no rental received. I had to contact MIway end of business 27/11/15 to enquire reason for this only to find out no email was sent to Avis to arrange rental car. Finally i received the rental car on the 28/11/2015. The Monday i contacted MIWAy to lodge a complaint re agent dealing with claim so they reassighned an agent to me. She contacted me the first week of December to inform the assesses had written car off and the next step was get my papers of car via courier. She arranged this without consulting with me hence courier turned away as i never notified my company of collection as i work for major administrative company. This took place on more less the 07/12/15 but agent never contact me to inform me. 23/12/15 i phone Miway to ask when collect papers i ask that car psper be fetched at home 24/12/15 @10but no show. Again 29/12/15 no show