No courtesy car!!!!

Why is it that whenever you claim or need assistance from your insurance, they have a clause or section in the agreement that prohibits them from service delivery.

My car of which my father is the regular driver has warranty with Motorite. The car was taken to Volkswagen last week Monday, 28 October 2019, and would've been completed today, 5 November 2019. Volkswagen informed us yesterday that the part of the car will only be available 16 November 2019.

We requested a courtesy car from Motorite as we would now need one. Last week my father was in hospital where he did not require a courtesy car. Policy says that you have to request a courtesy car within 24 hours, but we did not know we are going to wait this long for the car to be completed.

Can someone urgently contact me in this regard.