Bad Service received

I tooked out a tyre insurance with bidvest tyre and rim insurance.Happy customer, happy sale. Now comes the part where I had a tyre punch and my tyre needed to be replaced. I went to the nearest tye place where they also tried to get hold of them. No one rep**** to our calls. We were promised someone will make contact with us. I had to pay for the tyre. Now I made a claim. No one is responding to my emails it's over a week. But monthly with no fail they debit my account. What do we call this kind of service? Who would want to do business with ******?