Bidvest Tyre Angel Insurance - Dishonest

On 23 April 2025, I emailed Bidvest Angel Insurance for a tyre claim. I sent the invoice as well as the pictures of the car’s tyre that hit a pothole. There was no response from their side. I tried calling the call centre countless times to no avail.

Today, I finally got hold of them. They claim that they sent me a claim form that I needed to fill in. They also told me that I have to take pictures of the measurements of the tyre thread (weeks later).

I’ve been looking at my emails - and there is no claim form that they sent. I asked them to resend the email as proof that they sent the claim forms. They haven’t done so.

I have been with Bidvest Insurance for approximately one year and have never claimed before.

Is this fair ?