Insurance claim ****

I am failing to lodge a claim for my car rims and tyres. They keep on forwarding my call until it switches off. I spoke to the First Lady who confirmed my cover , after everyone else nolonger find my Identity. I have my car contract, tried going to nedbank outlet they said I should call they can’t help me with anything regarding MFC. I have a wheels and rims cover , am failing to claim and I’ve been paying for it.