Lack of communication

I had a claim put through santam for damage to my vehicle during the KZN floods. I needed to book my vehicle in and reached out to santam regarding the courtesy car. I started the process in the last week of October for the car to be booked in for repair 7 November. I expressed the need to collect the courtesy vehicle the day before as I needed to be at work by 8am on the 7th(car hire company would only open 8am). To no avail did I send multiple emails to santam and their complaints department. I missed work and they had no response. I was trying to be responsible and reached out in advance but they still don't know how customer service and communication work. If you would like an insurer that does not listen to your concerns or communicate with you as a client - go ahead and sign up with santam. This is the second time I've experienced this dismal customer service. I will be taking up a different insurer.