Bad Service

my car was damaged by potholes twice now the first I fixed it myself. I logged a claim was transferred from pillar to post they sked me for documents to submit of which I did with no luck till today, I was told today they only deal with original papers which I need to post or hand deliver to their offices. As it is I fixed the car cause I use it daily , I only fixed what I could still a big inconvenience for me as I can only drive 100km/h and not more as the wheel buckles when I drive more