Bad service

I have taken up a tyre insurance with Bidvest.my first claim was for wheel alignment and tyger wheel discovered that all my tires are damaged due to potholes.i logged a claim with Bidvest last week wenesday on Friday they requested for a report from Tyler wheel 🛞 I sent it to them until today u have not heard and feedback from them .wheel alignment claim I waited for more than 2 weekend and when I called they apologied and say they forgot about my claim .on the policy they say is 48hours .i buy airtime everyday to call them .why izt so difficult for them to pay where else I make sure that I pay them everymonth .they must give me my money back since I joined I will but the tyres myself .i had an interview yesterday from Pretoria to joburg with a car that is not right .im on a road with a risky car and they don’t even bother to call or email me where else I have send them all the necessary documents and they even confirmed all docs are received in order .such a poor service I’m very dissapointed