48 hours will be 48 Days with Auto & General tyre insurance

I have a Tyre and Rim policy with Unity insurance who is underwritten by Auto & General and forms part of the Telesure investment Holdings pty Ltd, I submitted a claim for tyres and rim damage which initially was a struggle because they couldn't locate my policy ,eventually there was some light, this was around the 17th Of July, when I submitted two quotes and took the car for assessment , all emails and pics were send to then and I started to follow up as there turn around time is 48 hours , i received a call to say I must take the car to Tiger wheel and tyre N1 city for the repairs this was about a week ago, I ask the lady to send me the guarantee of payment, which I am still waiting for , I called TWT today to ask if I can bring the car in as I am using my brothers tyres on my car to travel to work and back , whereby the sales consultant informed me they have had no feedback from Auto & General this is absolutely pathetic service why offer Tyre insurance and when one claims it's a struggle ?