Lack of communication

I submitted a claim on the 22/09/2023 to bidvest for damage to my rim, i did everything that was required of me including taking photos of the damage and complete vehicle, i also obtained a quotation as per what they required and submitted it to them. On Thursday 28/09/2023 i received a response from a claims assessor (Wesley) advising me to go back to the place where i obtained the quotation from to obtain a detailed damage report. Now here is my problem why could they not advise me that i would have to obtain a damage report to accompany the quote, because it now means that i would have to again drive to the place where i obtained the quotation from for them to give me a detailed damage report, thereafter if bidvest doesn't approve the claim to that particular service provider i would then have to drive back there again to fetch the rim, i told the claims assesor that on the 28/09/2023 after receiving his email, and i have since not heard anything from him, very poor service from bidvest insure indeed,because I'm now driving on a borrowed rim.