Emirates Airline shocking service

We travelled from East London to catch our Emirates flight to Thailand. We received our flight ticket and information in advance and therefore booked our EL to Joburg flight in line with our Emirates ticket. Upon arriving we kept an eye on the board for our flight boarding but it never appeared. At the time that we eventually asked someone we were told to go to the Emirates offices in OR Thambo to check. We were assisted by Mike and told that we were not the only ones who had missed our flight due to Emirates changing the flight time. I was devastated as we had been traveling since 6am that morning. Mike assisted us in getting on to the next flight that night but we were by that time a half a day behind in our travelling and landed in Dubai with no luggage and en entire day to wait till our connecting flight. We had to go to the extra expense of a hotel in the Dubai airport and missed out on the first day of our holiday in Thailand. When we finally did arrive in Thailand our arranged shuttle was also not there as they had been there the day before to collect us! Emirates staff washed their hands of our situation insisting that notification of the change had been sent out, however since returning i have checked all our messaging devices and absolutely NO correspondence was received! This literally ruined our holiday! I am so so disappointed in Emirates! Now we are trying to submit a claim to our insurance and they are wanting a letter from Emirates to confirm the delay but this is proving to be extremely difficult in spite of my agent requesting it twice already and receiving confirmation of our request twice.