Very slow response to a reasonable request

Currently my insurance is via Integrisure as broker with Santam. Santam is my insurer for more than 40 years. On the 22nd January 2024 a Mediclinic vehicle crashed into the rear of my car at a stop street. I went to hospital for xrays, etc at Mediclinic expense as they have accepted full responsiblity for the accident. When I reported the accident and claim on 23.01.2024 I requested Integrisure to upgrade a courtesy vehicle (as covered in my policy) from manual to an automatic. The reason - I had major surgery on 08.01.2024 and it will be easier for me to drive an automatic vehicle (my own car is automatic, but must go in for repairs on 29.01.2024 after my claim was approved) After a few follow-up calls to Integrisure, the only progress on my request was: My request was forwarded to management and later 'we are still waiting for Santam'. On 29.01.2023 a manual courtesy vehicle was delivered to me. And then at last Santam informed Integisure at 09h46 on 30.01.2024 that an automatic vehicle was approved. This is POOR service Santam. My request took a week to respond to. It was effectively too late as my car will probably be repaired by 02.02.2024. It will be interesting to see Santam's response to this post.