Courtesy car claim or benefit rejected

I am a policy holder with outsurance, I am sooo frustrated at the service that I have received from outsurance with regards to my courtesy car that was approved and not utilised. I had my vehicle ****** on the 11/07/2019 and immediately phoned them the same evening to register my claim and an additional call was made on the 12/07/2019 to provide them with the claim number, everything was done properly. I had a courtesy car benefit to the maximum of 30 days and when Avis phoned me I was told about a deposit that needed to be paid prior to collecting the car which I did not have. I have then asked them to postpone it to the 24/25th and then to my surprise I received an SMS stating that my claim has been approved for payment and the courtesy car was to be dropped off on the 27/07/2019. I then phoned them to find out what was going on and my claim assessor told me that this was escalated to her manager, now I need the car and I am being told that the benefit has fallen off, like really I need the car for work and all that. I was happy with them at first but now I am disappointed with the way how my courtesy car benefit has been handled and this was never discussed with me and no disclaimer was given regarding the car. Outsurance you have ruined my day and with this you have ruined my reputation with my employer. Prudence Mabona