Claim not processed (JRA)

I am so ****ed, i have put through a claim for my car tyre that was damaged around August or September 2019, i was asked to send a couple of documents of which i did and they requested a letter from my tyre insurer and they tyre insurer provided correspondence and stated that they do not have that of letter but however they can contact them for any information they require regarding the policy, so for that letter i am now being told there's nothing they can do with my claim even though i have sent through the required documents and the tyre insurer also sent a correspondence and called JRA also to provide them with the information they needed. So my question is that, are you guys (JRA) saying i should have **** and said i don't have a tyre insurer in order for you to have processed my claim?

Kennedy Shubane ***