Unfair treatment and poor service delivery

I submitted a claim on the 28th of December 2022. The is still not finalized yet, no one has ever contacted me. I have always had to call them to find out what documents are outstanding, what is the status of the claim.

Now the courtesy car term has expired, the manager by the name of Promise says unfortunately they cannot extend!! I cannot suffer because of their negligence and slowness. Up until today I have not received any finalization from them, I need car a car what am I supposed to use if they refuse to extend the car hire as my insurance??!