Hi Matt, Sorry to jump in, I scour the forums for mentions of our names to keep an eye on problems.
All comprehensive policies do have a courtesy car, and if you could PM me your name and postcode, I'd like to find out who said otherwise for some blunt stick re-education
We also have an addon for a guaranteed courtesy car which extends it to fire, theft and write-off claims which don't qualify, and if you take our legal option, there's also a hire car available in non-fault claims.