Refund ?

On 11December I collected a car from Tempest King Shaka airport. About an hour aftet leaving airport front right tyre blew. 2 strangers assisted in putting on spare only to find spare almost deflated. I had taken tyre and windscreen insurance. I returned the car early on 14th. I have still not received my refund - 24th. I am being told it's a claim problem, a public holiday problem but now it's becoming my financial problem. Except for this refund issue their service at King Shaka was friendly and good.