Not getting a rental car, when you pay for it

I have submitted my claim in Jan, with a car rental option.

I followed up on the rental requirement, just to find out I needed to submit a separate claim. Which I did.

3 Days before I have to hand my car in for repairs, in a panic from not getting feedback on the car rental I started sending emails about my claim.

Then they had to redo the claim for the car rental via email, so that is done now. But... Its now 1 day less than 24 hours when I need to hand my car in at the panel beater and I still have no rental vehicle.

Again, you pay for something that you don't get. The call centre agent sounded barely awake, when phoning them to query yet again.