AFI not keeping to their promise

I have been an AFI client for years and for the most part of it didn't have an issue. Nov 2019 my car was hit by another AFI client and I claimed as a 3rd party. I inquired if they would accommodate me with a courtesy car as we both belong to the same insurance. My consultant got it approved by management and called to tell me. She advised the claims consultant (on email) to arrange for the car. When I wanted to make the booking and give AFI the date, now I'm told I won't get a car and should arrange it at my own expense. The arrangements were made even though I completed the form, and the arrangements were made after it. They refuse to help me.