Failure to book curtesy car

On the 4th of May I called to make a claim with Outsurance. I took the car for assessment and it was booked for repairs on the 12th of May. The afternoon before repairs I called Mary, the advisor, to check if all was in order and that the curtesy car had been booked. She had not booked the car and she only did it then. The following morning I booked the car in for repairs and was dropped off at Avis to collect the curtesy and there was nothing on the system. I had to organize a lift to the office while this issue was being sorted out. Avis was gonna deliver the car when all was sorted out. I left a message for Mary to call back but she didn't. In the meantime Avis told me a manual car was booked instead of an automatic, as per my insurance plan. I ended up with a manual, as the automatic would only be available the following day. I also spoke to her supervisor who didn't keep me updated but opted to liaise with Avis. After being with Outsurance for 8 years I find this kind of service unacceptable.