Very poor service from my insurance company

I've been with this current insurance company for at least 2 years. Now I've noticed a problem with my swimming pool they did send an assessor to view the problem. They said it was nothing on their side that I had a claim for. So eventually I did find someone to fix my pool and I did send the all the proof that I was supposed to be fixed by them. After numorous emails no one came back to me or respond to my emails. So I'm very unpleased by the way they treat their customers. I would appreciate if you could help me in this matter. Kind regards Hugo