Very bad service from Virseker

Have a Housebreaking on 2018/12/24, put in a claim on 2018/12/26 via virseker insurance internet portal phone them, they tell me a consultant will phone me, until no-one have phoned or send me email regard my claim, on their internet portal where sign-in they denied the claim, I don't know if it's the public holidays, but I don't receive any service from them.