Service disappointing

I'm not happy with the service I received from Santam. I've been a member for long and have never claimed a thing. On Sunday 7 Feb, my car's tire burst on the highway forcing me off the road. The burst tire caused damaged to my rear bumper, wheel housing,shock and rim. I called Santam and it was arranged that I take my car the next day to the first panel beater. They took photos and checked what must be repaired. Bumper, shock, replace rim and tire. On 15 Feb I contacted Santam for any progress. 16 Feb they emailed the report and told me I can not claim for the tire and wheel and that I must take my car to another panel beater as the 1st one was not approved to repair my car. I went to the 2nd panel beater and told them the story, where I was told it was the insurer's responsibility to insure my car is fixed properly. That includes the wheel and tire. Why was I then told I have to replace the tire myself as Santam does not pay for that. My excess is already sky high and then I must replace my tire and wheel also. I've spoken to a few people and they said it's the 1st time they hear an insurance won't replace a wheel/tire that caused an accident.