I have sent multiple emails with the issue at hand regarding our thatch roof with no response

I have sent multiple emails with the issue at hand regarding our thatch roof with no response. The last response I got from them stated that they need our policy number which I did sent numerous times as an attachment and the response I get is the same email stating that they need the policy number. I have forwarded the policy number to them with two other emails regarding my problem and I still haven't received a response. The issue at hand is from a hale storm which happened in Oct 2023. I have sent the policy number 9April 24 already Policy number is OOBA***