Claim against Chubb following break-in

Chubb installed an alarm system at my business premises. We noted that during load shedding the alarm system was not active. Despite numerous calls to Corrie Van Niekerk (Installer) and Satish (Technical / Service?) no-one ever attended to the matter. Our premises were broken into in May 2015, during loadshedding, and all our operating computer equipment ******. No alarm signal and therefore no response vehicles could be despatched. It was subsequently discovered that no back up battery was ever installed. Numerous telephone and e-mail communications have been made to Donny Reddy (Technical Manager). A claim has been submitted to Donny Reddy for Chubb's liability. No feedback has been provided. It is now 6 months since the break-in and 5 months since the claim submission. Unacceptable service.