Slow and frustrating claim process

I submitted a tyre/rim claim last week Tuesday, 5 December around 12pm. I never got a response from Bidvest regarding my claim. On Monday 11 December I sent an email to follow up no response. Today is Tuesday, 12 December around 9am I called to follow-up I was put on hold for about 11 minutes then receptionist lady said she will pass a message. Today around 10:30am I receive an sms that my claim has been received and currently being processed. My claim should have been processed last week already because their 72hours turnaround time has lapsed. I’m supposed to be travelling over the weekend. My rim still hasn’t been fixed and this will inconvenience my travel plans. I am not happy with the Insurer at all. What took so long to process my claims when I sent all required documentation and photos. Can someone do their job please so we can get the service we signed up for.