Bidvest insurance- tyre angel has gone terrible

I don’t know what happened to Bidvest insurance. I have a tyre insurance policy with them ( Tyre Angel) and the process used to be seamless, from the claiming to approval process. Things have completely changed recently, they even want an affidavit for a tyre claim. I’ve lodged a claim in nearly two weeks from now and I haven’t recieved any response. I was told last week that I’ll receive an email and I haven’t. When you call, you will stay on line for an hour and not get a response. It’s almost as if service providers in South Africa are rendering bad services cause there are no consequences.