Agarwal Packers & Movers — Insurance claim and staff behavior

Received damaged products, Staff who unloaded the material noticed all the damages and asked me to raise complaint through mail. I called customer service and asked for process, they also informed me to send mail but didn't confirm anything on timelines. I took a week to unpack all the boxes and raised complaint. They are setting the claim based on pictures only and refuse to visit home to inspect the extent of damage. Not all damages can be piturised, example my scooty tyre got tilted and I was not able to drive it. I gave them option to repair the stuff and not to pay me, they refused. My grievance is if they charge so heavy for insurance, why they fail to provide proper service.