You always get something out

I called Outsurance to claim for a theft that happened on the 11.10.2015. From the onset of my call i stated that SAPS would not open a case or do finger prints, as it would be a waste of time as i knew the people that had been at my house. I had a braai at my premises on the 11.10.2015 and after the last person left i found that my jewellery box had been raided and emptied. As i am a client of Outsurance, that has not claimed, i enquired on how to claim for jewellery that was ****** and i was turned down due to no case number. How do you always get something out?