Home contents department is awful

I have my pets insured with Dotsure and have had no issues. So I decided to get home contents insurance with them too-biggest mistake. I had a break-in recently and had to claim. I was given the list of documents to provide, of which I provided what I had on hand on the very same day the claim was lodged. I, at the same time, lodged a query for an explanation of documents required. Thereafter, I received no responses, until today, where I was informed that my claim was cancelled because I hadn't provided the documents. Documents that I had queried on the SAME DAY the claim was lodged. My phone screen is currently not working so I can't see if someone is calling, which is why I had emailed them, thinking it would be easier communication. I then forwarded the same email, but they obviously know they are wrong and don't want to respond. I am really really frustrated as I have lost things from my home, for which I am insured, yet I can't even get decent service. They almost act like they don't owe me this money, like I owe them something. Time to change. Sad that all my things are now LOST thanks to their lack of communication.