Terrible service on Warranty Claim

On 5 July I submitted a claim for my fuel pump. After having to send several emails for them to confirn that they received all the paperwork they eventually did. I then subsequently received a email from the person I was dealing with is away until 21 July. I then called to follow up on my claim as my car was taking up needed space at the repairer. I was then informed that the claim was not registered and that I must re submit documents which I then did. When i followed up nobody could give me any answers and i got several promises that they will call me back. Eventually I was told once again that my claim is not registered and I must resubmit the documents. When I called past Saturday the lady confirmed that the info was received and that the team will look at it. I phoned again this afternoon and was promised that she would get back to me today still but nobody called. I have never experienced such bad service in all ny life. On the dotsure website they say that their average time for dealing with claims is 3 days. It is now two weeks later and not even a claim number given to me yet. What is worse is them promising to call back and never doing so. I even submiitted a complaint on there website complaint form where they promise they would get back to you but nobody does. They say that they want you to feel like you are part of their family but tge impression they give me is that they dont care.