Disappointed by Poor response not to Pay

I am utterly disappointed by the poor service from the Hollard claims consultant. I had been sending e-mails and phoning the consultant's direct lan line and was not getting any response, then when i call the helpdesk the call gets answered and i was told by the consultant who answers that she will pass the message as the consultant sits two desks away and still no response. After two months of filing the claim of the burgulary I get a response from Hollard \The jewellery items have been excluded due to no quantifiable proof of ownership that could be provided at the time of assessment. We have noted that you have provided pictures of the items however we are unable to quantify the value or authenticity of the items through photos."I had provided photos of me using the jewelery that was ****** and that was not valid enough. I provided a valuation certificate"