Claim for the damaged tyre

Good day I trust you are well. I took an insurance with Bidvest for my car tyre. On the 22nd of Dec I had a incident and one of the tyre was damaged. I called the insurance and I was told to submit the documents...until today I’ve been completing and submitting documentation and my claim hasn’t been attended to-date. Not a single day that the insurer has even called me...I am the Onke who keeps calling them to find out the progress of the claim. Instead they are deducting the monthly premium and I feel that there’s absolutely no customer service. They just don’t care!