No Letter to insurance company

I've been trying to get an event log from ADT since 30 January. When I eventually got one it did not include the event log for my premises for January 2018. Apparently it was no longer available on my console when the technician (Sheldon) downloaded it on 19 February 2018 as it was overwritten. Olivia promised a letter to my insurance company to state the above and supposedly escalated it to Rashid, the manager. I'm still waiting!