Poor service for insurance claim

I reported an incident that happened to my tyres to c and I have been served with the worst service from the first call that I made to them. I first called to submit a claim and when I asked how much the access feel will be, the agent could not tell me (Which is a big risk for me considering I now do not have a clear amount of how much I should be prepared to pay). Secondly - due to the fact that I had to drive from Welkom(Free-State) to Cape Town, I had no choice but to see to it that I get the tyres fixed inorder to have a safe 14 hours drive. So I went ahead to Tiger Wheel & Tyre and they were happy to assist me proficiently. I paid for all costs involved at Tiger Wheel & Tyre and I went back to Bidvest Insurance Ltd to ask that they process my reimbur*****t but it is now going towards a period close to a month but my claims have not been processed yet and I still do not know if I need to pay access or not. I have in numerous times tried to contact Bidvest Insurance Ltd but there has been no progress what so ever. This all just seems as if Bidvest Insurance Ltd is more than happy to have people commit to taking their insurance but they are not committed to processing peoples claims.