Travel Insurance Nightmare

Travel Insurance Consultants. We went on holiday in June to Europe. We lost a bag on the trip when we went from Lisbon to Berlin. The airline confirmed the bag is lost. I have enquired about compensation to no avail. Now TIC does not want to make payment for lost luggage because the airline is not getting back to us. I honestly don't know how to MAKE an airline reply to my email. They should have it out with the airline and not with me. THIS is the reason we take out Travel Insurance. Completely Ridiculous.