Claim unpaid and denied car hire. TWO WEEKS later!

Its been two weeks that we submitted a claim for tyre theft (all 4 tyres were ****** and the car is immobile) and we have no payment or car hire. We have been denied car hire, even though our policy has the option, because of the 'nature of the claim'. The consultant, Hayley Govender, takes days to return emails or doesn't respond at all. I have spent hours almost every day trying to fast track this claim and reach out to her but it seems she doesn't care.

Unfair and inconsiderate.