Dial direct is my worst nightmare

Im really upset with Dial direct now .I Have a tyre/rim insurance with Dial direct,i submitted by claim on Friday(07 May 2021) and was assisted by Nomsa Themba who indicated that I will be provided with feedback by Monday (10/05) ,I still have not received feedback regarding my claim and have called them several times indicating the severity of this case as i now have to drive with someone else's tyres which is not ideal.Im very upset at how unprofessional Dial direct is and no one seems to be helping me ,when i call them to follow up ,they keep on informating that they will get back to me but no one does.I don't know whats expected of me to do especially when they are very quick at debiting my account with the monthly premiums .Dial direct please honour your obligation because this is really unacceptable :(