Discovery Insure unhelpful

Logged a lightning claim after returning from holiday when some of my items got damaged. I was told I cannot proof the exact date it happened and on the day I reported it there was no lightning. Nobody called me to get info, they collected 2 items and did not look or take the third item and told me they are not covering and will pay a small amount under power surge. When following up, I was told by the call centre they will not escalate my query.