Last day of policy validity, so claim needs special assessment to see if it can be approved due to policy expiring?

I dropped off a tyre for repairs last Friday. During the assessment, they discovered the back tire also got damaged. Completed the forms and submitted the claim. I have never used this policy. When I called, I found out that it was the last day of my policy validity. Never realised these policies expire. Was told to submit and it will be escalated. Not sure why because the policy was still valid. I have now called countless times and am constantly waiting on the call centre manager to get back to me. It has taken 4 working days for him to call me after leaving countless messages and he understands that I am annoyed and don't have a spare. Quick to take your money, but now want to repudiate because it the last day of the policy validity. How does that work?