False informtion on the policy

I have the most terrible experience ever with Outsurance, I was left stranded for 3 days without a curtsey car after i my car was hijacked on Friday. I called the insurance and they refused to get me the car and i have requested that in case of these events i should have a car, they only came back to me on Tuesday apologizing for the error they made on their side. Why do we pay insurance if they will not help you in time of need. I also discovered that they make promises when they are selling you the cover. I will discourage anyone who need car insurance to go for Outsurance. I feel i have wasted my hard earned money on them.