Poor client service

Anyone that has mercy to understand a pothole claim and driving with a sparewheel will look into. Because my daughters broker wont update me nor my daughter unless if we ask. But i think this is sad to wait for a claim thats not even 2000 to be paid to get a tyre and be ignored. I send Johan msg at 8 and since then he went AWOL. Is this what customer service has boiled down to