Disappointment at Large!!

i used Bayley worldwide Removals to do a container overseas, paid for the FULL Comprehensive insurance, as that was what the agent at the time suggested. So in any event of theft, breakage, loss or damage , i would be covered. To my disappointment and being naive - I wanted to claim for stuff that was missing and broken, this was pre-covid, and the MD said he would look into it and get back to me. 9 months later and i am still waiting to get a response from them. What is the use of taking the full insurance if they have all sorts of excuses as to why they should not pay you out??? Very disappointed in their customer service, as one excuse was that the agent i dealt with is no longer employed by them..... I used the company , paid the company - not the agent!!!! Most of the stuff got to me in good order, but the one's that is broken and missing - my loss, not theirs.