Nightmare tyre insurance claim

I claimed for a damaged tyre on the 27th of December 2020, I informed the consultant that I can’t drive the car because it’s sitting on its rim and the tyre is completely flat. I was told I must remove the tyre from the car and take it to tiger wheel and tyre. This despite the fact that I told that I can’t change a tyre and I’m currently visiting my mom in the village and tyre stores are about 80 - 100 kms away. It’s an insurance company for women but doesn’t understand the needs of women. I need to return to Pretoria tomorrow as I work in Johannesburg and I don’t have a true. ******* insurance company