Bad service - Money demanded left right and centre

a month ago my father was in an accident and his car was taken to the panel beaters which is still there and a car hire was arranged for him. nightmare started. Getting the car hire was a mission on its own as the agent "Bessie" seems to not want to give my father the car hire telling us a whole of stories and when we finally spoke to Lucas things fell into place and my father got the car hire.

June 8th I called the insurance and asked Bessie to extend the time because the panel beaters said they were still waiting for parts from Germany. Bessie assured me that she would make the necessary arrangements with Europcars and her management.

I then traveled out of the country and on the 12th Lucas phoned my dad telling him that he needed to return the hired car and because I wasn't here to make calls, he did as he was told.

2 weeks later the Car Hire people are demanding R3500.31 and R1500 from my dad and they say there was no communication from the insurance whatsoever therefor my dad needs to pay for the time he had the vehicle.

Communication? what you mean no communication when I spoke to Bessie and she told me she would make the necessary arrangements?

Everytime I call the insurance, Bessie is either busy or not in the office and when I leave a message, she never returns my calls. no wonder there was no communication.

This is a luxury vehicle insurance and we always expect the best service money can buy but so far this has been a nightmare. My father is a pensioner and really this type of stress he doesn't need in his life.