Coming with stories when having to pay out and taking forever to respond to a claim.

I took a Hollard home content insurance. When I took this insurance the broker said if there was a breaking I should go to the police station, report the incident, get the statement and send it to the insurance..that receipts were not a must if I didn't have them the insurance would get quotations of the lost items.. 27th of November 2017 the house we live in was Brocken into. My husband went to go report at the police station and the forensics came and took the finger prints. On Tuesday I called the insurance to report the incident, now I'm told that I had to take pictures of the break in, provide receipts of the things I had bought which were ******, technically taken from pillar to post because that's what insurances do when they have to pay. I was never told of any pictures that had to be taken when I took the policy or receipts. I provided all the receipts and invoices that I had. Its been more than a week since I submitted my claim no one has called me, or I haven't received any feed back. When I call the consultants hang up on me, some tell me someone will call me back, but until today no one has called me back. Is this how customers are treated when its time to claim? Very disappointed in the service I have received.