Neglegence from Santam

Santam has not released my car though I had a tire puncture, from the 22nd of July close to Harrismith, I was told to go to avis the following day to get a car hire, on arrival I got a group B car though I pay for group F, I highlighted this to Santam that the moment I reach Durban which is my town I would require to upgrade the car as I am not comfort driving a manual, up to now the hired car has not been apgraded and I have not been told when I'm going to get my car, all this for a tyer puncture of a run flat... I spent the whole day today calling them through to Authorise the upgrade, they could not do it till their offices were closed at 5pm, when I call their SOS number they say I'm not an emergency case so I must wait till Monday for the weekend they only deal with emergencies... Very disappointing...