Santam appoint First Car and then *****

I claimed on my daughters car which included car rental, the process started with an issue on the approved repairer, you the appointed First Car Rental. They insisted they want a physical card when they delivered the car and would not accept a virtual card. The card supp**** has not been used for over 2 years and was activated for this transaction. 7 days later we experience *****. What responsible does Santam take for its service providers