Stranded over Christmas, thanks Santam 😭

I am a loyal client of Santam for years. My car was ****** and recovered and at the MBR since 9 December. Today they are terminating the car hire option I had on my policy in the midst of Christmas. I am a widowed mother of 4 children. Due to MBRs closing for Christmas and not having my recovered vehicle repaired yet. I did everything in my power to ensure that the process moves swiftly from my side, doing all the required identifications, documentation and follow ups immediately and constantly to avoid this situation. Surely there is some leighway under exceptional circumstances like this? Stranded with my 4 kids over Christmas. They are collecting the rental car today 24 December. After both myself and my broker enquired and followed up on this last week already when and received no feedback.