Shocking client service

We have had fires in our area for three consecutive weekends , two weekends ago we wete without power for 5 days. Whilst fighting fires I needed to put my glasses which zi never remove as I read and drive with them in my pocket as the fire was causing the metal bits to burn me. Somewhere i lost them. I logged a claim 9 days ago. The say they rejected the claim but have still not produced a rejection letter do that I can log with ombudsman. On the same day I logged a claim due to contents loss in my 3 fridges and box freezer. They supp**** a claim number. I asked what is required to finalize the clsim...no feedbackto date...I have followed up another 3 times re the declined letter for the glasses claim to escalate and 3 times re tge fridge contents but get absolutely no response...9 days later🤔