No communication!

Hit a pothole 17 January 2021. Contacted my insurance on 18 January . Went and changed that tyre with Tyremart on 18 January paid out of pocket cause could not drive around with the spare. Had a struggle to get the car assessed first ....the opted for me to send photos....I did within the week. and in April 2021 finally my car went to get fixed. The insurance did not contact me at all while the car was in . Apparently the insurance was supposed to. When I get to Proline I'm told about EXTRA CHARGES.why the hell was I not informed prior! WHAT NONSENSE IS THIS SECOND SITUATUON AND COMPLAONT RHIS YEAR AND ITS ONLY BEEN 4 MONTHS!!