House Break in CAR CANCELLED

Had a break in at my house on the 13/02/2015, my wife gets the primary call from control room at 13:02 saying alarm at home is activated, my wife ask that they send a response vehicle and leaves work for home. She arrives at 13:20 with no response vehicle in sight, checks the house and presses the panic button again. At 14:03 the first response vehicle arrives. When asked where he was, he advised he just got the call. He sits about 800 meters from my house. When control room was questioned they advised that the car was too far and cancelled the call out, and treated my wife pressing the panic button as void and did not respond. When claiming from our insurance we we basically told ask our security company, their lack of response caused your loss. I submitted a claim against ADT security, they to date have just said their \Claims Panel"are reviewing my request. as per our signed contract they needed to respond to the alarm in 5 minutes (max). Why are they delaying and not responding to any communications"