Claim not processed with required documents

I had a tyre puncture the morning 06.07.2024, Managed to get help at the nearest garage and my tyre was changed and got a second tyre puncture as soon as I left. I called for help and at the same time called Bidvest to see if they can assist, they could but registered the claim and sent me the requirements to claim. Submitted all documents required as per claim document sent to me,took the tyres in a tyre centre to be measured. Now I am being told the claim will not be processed, I need to go back again to a tyre centre to get a tyre report which is not listed on the claim form or informed of when I called in on the 6th. I really do not have time to be running up and down with damaged tyres to get things done as and when Bidvest wants me to jump, can this be resolved you TAT is supposed to be 48hours.