No Car hire - promised R3100 transport allowance for 15 days

I took insurance which included car hire and today, I contacted the call centre to log ensure that the claim I did on the online platform is reflecting on their side and if there's anything that I needed to submit. I had taken an addition / top up of car hire and I then asked the consultant to give me details of how I will get the car hire that I am entitled to. She then told me that PRIME SA DOES NOT HAVE A SERVICE PROVIDER THAT HIRES OUT CARS IN KZN and this means Prime SA will give me transport allowance of R3100 which is meant to last me two weeks and if the claim is not finalised in the two weeks, they will top up with another R3100. How can I pay for a top up of a car hire and yet be told there is no service provider in Durban. I was further told that I must go and get my own car hire and I told her that this information was not shared from the start that I need to get my own Car hire. Everyone knows that for a car hire, one needs a credit card or a certain amount as a deposit in the account to get the car. Why was this information not disclosed when I took cover? Worst part is, I called the call centre at 11am and I've only received feedback now at 15:14 and if I ask, I'm told queries take up to 48 hours...

I have been told that I can use HERTZ for the car hire but they need the credit card or a holding deposit of R4000 if its a savings bank account. WHY IS PRIME SELLING US THE SERVICE THAT THEY DON'T OFFER? WHAT DOES IT MEAN TO HAVE CAR HIRE OPTION IF IT REQUIRES ME TO HAVE A CREDIT CARD OR R4000? SO WITHOUT THE CREDIT CARD OR THE HOLDING DEPOSIT, THIS MEANS I MUST USE PUBLIC TRANSPORT AS THE R3100 WILL NOT BE SUFFICIENT FOR 15 DAYS??

This is totally unacceptable and Prime really needs to stop selling products that they can't offer. I thought from Prime Meridian to Prime SA the service will be better, but clearly, there's a lot that one needs to worry about. Since I don't have the credit card, so this basically means, I must commute with taxis in order make the R3100 last for 15 days. Does the same apply to places like JHB where Prime has service providers or is it only KZN Clients who have to suffer? Is it only me or is this how Prime SA work?