I want my premiums back!!!

My car was in an accident. Although I have car hire option I had to still request this as this is not obvious to Outsurance. I requested car hire on Monday, it is Thursday today and still nothing. While typing this the lady from Avis calls, apparentlythen only got Outsurance's request now but for me it is too late. I had to pay for alternate transport as Outsurance didn't provide the courtesy car although I am paying a monthly premium for this. When I called the agent, Anwar Khan today to ask when is the courtesy car, he was sarcastic and did nothing to assist. I received no feedback from him and had to call him again to push this and then only did a lady from Avis call but for me it is too late as I was forced to make alternate arrangements and now pay someone else although I have the car hire option. I want my premiums back! so now what, does outsurance make people pay for a non existing service! I want my money back. Also resend that email to rate the agent. This email should never be sent at the beginning of the transaction as it is a false impression of the service received, send the mail at the end. I am really disgusted and will be cancelling.