Disappointing experience with Santam's car hire service during motor claim

I am a Santam customer of many years and I'm currently dealing with a motor claim which included a car hire. However, there has been a delay in the claim process resulting in the 30-day limit for the car hire being exceeded. I would like to emphasise that the delay is not my fault, yet Santam has refused to extend the car hire. As a loyal customer, I expected better treatment from Santam and for them to assist with the extension, especially since the delay was out of my control. It appears that Santam's policy conditions are prioritised over their clients' best interests and customer service. I am disappointed that Santam is not putting their clients first and considering their needs. This experience has made it clear that Santam is not customer-service focused and client-focused, which is truly disheartening.