Bad service

Im insured with Guardrisk Insurance via a broker. I submited a claim that I consider to ve a fast track for someone who is also in insurance and seem to know a lot because I have done claims myself and was a manager. They refused to pay part of my claim under unspecified items. Things like a perfume, lipstics, wipes, I have shown pictures to my broker as evidence to support the lufestyle I live but no they refused because i dont have invoices. On wednesday they advised the portion of the claim payment is being processed. Today is saturday morning no payment had been received. Can someone at Guardrisk call me and explain to be the level of disrespect is this. I own more than 10 pair of weeks That i collected over years. Which means in future when i want to claim for such items i wont be covered. This is pathetic. I regret not taking insurance in house as we dont treat clients like this. I intend taking this matter to onbudsman