Lights on, nobody at home

I have seldom had to deal with insurers because, up until now, I have been fortunate and not experienced a burglary, theft of a vehicle or significant car damage. This despite being comprehensively insured for over 30 years. however this has all changed since May when, as I was leaving for an overseas trip, my house was burgled. It has since been burgled a second time. The first time I reported it to A&G by phone because I was still in the country but not at my home. They promised to get a guard for the night, it never happened. They promised to get the broken windows fixed, it never happened. Now the second time it has happened and I am overseas so I cannot call in and report the burglary. I therefore reported the incident via their website and explained very clearly that I am currently overseas and gave them 3 ways of contacting me including my Italian cell number. So far I have received two emails from them saying that they cannot contact me. Did anyone read my statement I made on their website?!!!! You ask the client to make a statement and then no one bothers to read it. Get your act together Auto & General. (The tel number I have included on this website is an Italian number with the prefix +39)