XCover.com & RentalCover.com review: Travel insurance

On September 29th 2023, myself, my wife, my daughter & her friend went to Benidorm for a short break to celebrate our friends' birthday, in total there were 18 of us all adults. Whilst we were checking into the hotel Helios, my wife had her tote leather bag stolen, this was captured on CCTV by the hotel. Items that were in the bag were, mobile phone, passports, prescription glasses, money (1100 euros) car keys, house keys, credit cards, driving license. The hotel called the local police, I had to go to the police station and file a report, needless to say the bag & contents were never recovered. We cancelled all the items, phone, passports, credit cards, driving licenses.

We then had to arrange for emergency Passports to get back home, these cost £100 each, we had to travel to the British Consulate in Alicante which cost us 180 euros for round trip. When we arrived home, I filed an insurance claim with XCOVER.com I sent all Receipts, bank statements etc, but all I keep getting back is an email asking for more information, I have asked them to be specific as to what information they require, but all I get back is the same generic email saying they need more Information, I have asked them to phone me, so I can be clear as to what specific information they need, but no one has called, they are now saying if I do not send the information they require, they will close the case on 2nd December

Regards
Mr David Davies
XCOVER Claim No. HFP9M-YATPX-INS