too much waiting time for a claim number

I am having a tyre insurance with Road Protect, and got a tyre damaged by a pothole on the 08 Janaury2016, I called their call centre and I was incorrectly informed about the claim procedure at Tiger Wheel and Tyre. and finally managed to submit my claim on the 15 January 2016, I am still waiting for the claim number for about two weeks now. I was unable to get my discount on the spot at Tiger Wheel and Tyre because the Road Protect agent failed to give me the correct information about the correct procedure to buy the tyre, Shame on you Road Protect for a poor service