Tyre and rim claim

Submitted my claim for rim damage due to potholes on our roads, and they are refusing to pay before they even assess my rim or tyre. I took out this insurance specifically for my rims, now that they are damaged I'm sent from pillar to post. And apparently I'm not the first customer they do this to, i am highly disappointed in their service, would not recommend this to anyone. I hope Bidvest insurance reviews their tyre and rim services, there's lots of ***** there in refusing to pay claims, meaning they take iur premiums without fulfilling their promise to cover our rims. Who are they approving claims for, their friends only?