Terrible Service

I am a pensioner, my house was broken into on the on the 16 of February, my insurance company initially rejected my claim but after threatening to pull my contract which i have had with them for 27 years they reconsidered. there initial rejection of the claim was based on the fact that the alarm was notlinked company my threat to cancel they said they would pay the claim under the condition that i get a letter from my security company, Top Security, stating that i was using their service and had been at the time of the break in and prior to that. i first contacted top security on the 18th of March and have been bounced around, i have spoken to Jacobus and Goegina and am still at square one with no one at the company wanting to take responsibility for my request. the insurance company has even tried to intervene and contact them directly but they are also getting the run around. This is totally unnaceptable as i have subsequently had to replace the ****** items out of my own pocket, why are they not able to produce such a simple request? how can i trust my security to this company going forward? even when i told them to cancel my contract they said i need to give them a months notice, i have reversed the debit order with the bank. The other issue is that the device at my house was actually not connected to their response centre and they cannot explain why this was not done and i think this is the reason for their inability to send me the confirmation letter.