Inconsistent authorisations

I am writing on behalf of a customer. Dunlop tyres together with Impac underwriting insurers, have free insurance on n all Dunlop tyres on a ALL road hazard warranty.

So you think. A claim was submitted for this customer on the 7th of September. The tyre was damaged right on the DOT/DOM code which is used when registering the tyre. Upon submission Impac notified that they can not honour the claim as they can not see that code. Although all necessary proof was sent to validate the claim.

The 29th of the 5th month a similar claim was submitted and that claim was approved within the hour. Dunlop Zone Stilfontein sent that claim to Sumitomo rubber and Impac. Were after Impac stated that the claim approved in the 5th month was their mistake. And also say they know this is inconsistent as it may seem.

So as a customer, you are allowed to damage the tyre but you must make sure you don’t damage it on the serial or DOT?? How in the hell can we control that??