Appauling service

I had an incedent whereby my vehicle caught fire, I specifically asked for car hire in the event of such instances as i am dependant on being mobile. After many calls and lots of time wasted and having had being promised many times my call would be returned, I tried once more only to discover the claims department is closed Ishould try again tomorrow, this is unacceptable as I now have to inconvenience others in order to get home after paying for a service I had no benefit of. My previous insurer never gave me this much grief.