Negligence

I had a car accident then I lodged a claim with my insurance company which has taken four weeks for them to assist me . The real problem is that when I took the insurance I've specifically asked for car hire to be included but to my surprise I was told that I do not qualify for it . They went to look for tapes , and tapes confirmed that I requested for it but Palisa who assisted me made a mistake and not include it. Now I have to suffer because of her mistakes. Now I'm stuck without a car and was told by Patricia that there is nothing they can do this is really frustrating ,please help