Unapproved insurance claim and poor service

My mother had their house insurance which covered house damage by natural disasters. There was a storm last year and we reported it. They took forever to respond, then claimed we had not sent any emails or pictures of the damage. They took her from pillar to post asking her to send the same email over and over again. They have denied giving her a repudiation, asking her to send them a quotation for the costs, which she has already sent. Not happy with their service at all.