Bad customer service

I was sold a house contents insurance and a car insurance by MiWay. And with regards to the house contents I was never informed about the requirement of submitting the proof should the need arise, I just ask how much would I like to insure my contents and that was just about it. And, it happened that I had a misfortune and I had a house ******* at gun point by 3 guys. It was a very terrible experience as I was alone in the house at that time and it was late in the evening. And I didn’t know what was really their intentions. They took whatever they could lay their hands on. And, thereafter, I was locked in the room. Lucky, one of the neighbours went outside and I was able to call him. He called the police. They broke the door and a statement was taken from me and all the works. Upon, contacting my insurance, I was very surprised by the reception I got from my insurer. They sent an assessor who came to assess the whole situation and what I have and not? She demanded proof for all the items that was ****** and also how I obtained the cash. I had to run around from one shop to another for the ones that I no longer have the slip or any kind of proof. It was a terrible time for me as I was still dealing with the trauma of what I have gone through. MiWay, refused to pay the one item which was a cutlery set of 72 pieces. And to my surprise, I happen to find the proof now and I send them an email asking them to open the file or claim for me but I'm yet to receive a response from them. During the whole time I was insured with them, I paid my premiums religiously. I've never skipped or reversed one single premium. I'm seriously pained and disgusted by their customer service.