Poor costumer service in general

I arrived home after vacation to find my tv and explora blown through lighting. I handed all the required documents when contacting the branch and ask for information regarding your claim process they dont give you a reference number they said head office will contact you. And this was the 21st of december 2015. I have no tv i never missed an premium and took extra insurance. Please assist me i am not an satisfied customer at all. Even the assessor has been by my residence.