Problems with BIBA?

hi, many moons ago I insured my property with British Insurance Brokers Association (BIBA) following good recommendations on this forum.
Their price was good and as the name suggests, they were English speaking and this was good in order to understand all the clauses of the contract.
They seem to have changed over the last year or so and imho become less professional and I don’t know if there are any native english speakers there anymore. Anyway, following damage caused by a massive hailstorm here recently I have so far sent them five emails asking how to make a claim - and not one has been answered. Has anyone else used this company and if so what is your experience?