Poor Client Service!

We have been using this company for years, usually there is no problem with their service except when it comes to claims. One of our parcels was damaged in a flood at their offices, firstly it was not brought to our attention, then they repacked the parcel without our consent. When our client received the parcel some products were damaged and there was also items missing from the parcel. I have submitted a claim in April where they indicated they will not cover our consumable goods, I have resubmitted the claim also sent various emails but up to date they did not have the curtsy to contact me regarding this parcel. We use the company every single day with loads of collections and deliveries. I am utterly disappointed with the handling of this matter.