I would score a zero if I could!

I can't even begin to describe how appalled I am at the lack of customer service. Firstly, I submitted a VAP claim (Tire & Rim) online on the 28th of November for a damaged tire. After 2 weeks of zero contact, I decided to call in and follow-up. To my surprise, magically, no claim to be found. All good and well, I resubmitted a claim telephonically, took my vehicle in to be assessed, and sent through all the requirements for the claim to be processed. We are now on the 4th of Jan, and I've had ZERO feedback on the status of my claim. In the interim, I've called and emailed to no avail throughout December and finally decided that I'll have to pay for a new tire out of my pocket as it's the festive season and as we were going away, it was not safe to take on the long road with an emergency tire fitted. Is this the complete useless service I pay diligently for each month?