Terrible or lack of service

I have the MFC Tyre and rim insurance. I hit a pothole on Friday, called and logged the claim. Managed to get to tiger wheel and they submitted the quote and pictures. On Monday when I wen to fit the Tyre, they noticed the front was also ripped and both rims are damaged. I called the insurance and they asked for an updated quote. This was sent several times since Monday,. I was on the phone for more than 3 hours trying to get someone to help me but they keep cutting me off or keeping me on hold for a lengthy period. Eventually I spoke to someone and got the guy at Tuger wheel to speak to her, resend the quote and said she will work on it immediately. An hour later I called and spoke to someone else. Only to be told they need videos of the rims. I have no issue if they had requested this on Monday morning while I was there but it took them the entire week and nothing is done. I cannot drive the car as I could have a blow out, risk my life a d possibly others on the road only because they now needs videos. What the hell? Is this the service we should be receiving in an emergency situation?