Dissappointed regarding customers service and policy adherence

I have vehicle rims insurance. On the 27 September i logged a claim for my rims as i drove into potholes. Santam requested a damage report which was send for R4200 ex Vat. Now they want me to take the car for wheel alignment but the report and pictures confirm that the wheels is damaged. If the alignment is out the car will pull to one side but it doesn't and the car drive straight even if i let go of the steering wheel. After the potholes there is a shudder on my wheels that's why i took it for balancing but the shudder is still there. The damage report confirm that the rims is fixable but till today no response as to what is the outcome and the assessor i phoned 3 x times today but he don't pick up and don't return my calls. I am very disappointed in Santam as i feel i don't get the service i paid for and i have 2 x vehicle comprehensive insurance policies with them, thus i will have to cancel these policies and go to an insurance company that can give me the customer service i deserve