unsatisfactory conduct

I have joined matrix on the 31 December 2021 and paid every month the amount of R350.79. On the 15 APRIL 2023, I hit a pothole at 21:15 near the GOLDEN HIGHWAY, it's the 3 August 2022, and the claim is still not approved and advised that an internal investigation will be conducted. not sure what they are insinuating, but this is unacceptable. they send us to get 3 quotes, they make us run around for something that's not approved as well as, there wasn't any requirements for when we will claim for the tire, we had to take a picture of where the pothole was, it's such a busy road, however, I took a video, but they are still not satisfied. I'm currently driving without a spare wheel, due to the delay.