Insurance = false-assurance

I used to think SweepSouth was a fabulous service and used it regularly once a week for about a year. In March 2018 I filed a complaint witness SweepSouth because a SweepStar accidentally used oven cleaner on a wooden chest of drawers, she had mistaken the oven cleaner for furniture polish. I acknowledge this was a mistake, had the evidence and contacted SweepSouth to claim the damage from the insurance that they claim to offer. It is now October (7 months later) and I have not been successful - whenever I email they do not respond or reply with a lame excuse of “the claim has been rejected, we will try again” and only when I phone do I actually get a response. I have been so patient and now I am completely fed up. What’s the point of promising insurance that does not pay out? The chest of drawers was not an antique but it was brand new and fairly expensive. We have had to cover the marks with a copper tray to avoid looking at the eye sore stains.