Blowing hot & cold

In December my car was broken into through the tailgate window. I had a number of items taken out of the car. To Discovery's credit they settled the claim for the broken window and promptly sent out the service provider to fix it. The consultant was also professional. Unfortunately that's were the positives ended. They refused to payout for the contents that were taken out of my car. They then referenced an outdated corrispondence to justify it. I requested the sales calls (as I felt I had specifically raisied this previously) and signed an NDA to release call to me. That was the 21st of December. Close to 1 month later I have not recieved any feedback nor progress on the call records. Everytime I reach out to the consultant they "have escalted." It is frustrating beyond measure that for a business that is promoting their digital innovation that I cannot get a copy of the call for my reference so that matter can be resolved.