My spouse was in a not at fault accident that resulted in being in the hospital for two weeks. Since I had zero info on the other driver and the police report would take awhile I decided to open a claim with my insurance the same day of the accident while I was at the hospital. On the call, which I recorded, my intake adjuster stated they would pack up and ship our personal items from the vehicle and not to worry about it, just focus on the spouse getting better. There is no need to go to the impound lot. Fast forward two weeks and I asked my total loss adjuster where our stuff was and they said they have no notes from the intake adjuster to pack anything up and they'll make a note to do so now. Long story short, they cannot find our stuff nor can they find photos of the third party inspection of the vehicle after two months of back and forth. They said they don't pay for lost personal items and if I want the $1600 in items reimbursed I would need to open a homeowners claim and prove they were in the vehicle. While I understand this may be standard operating procedure, I told them I don't think it's right that we are being punished with a new claim after the intake adjuster failed to take due care and ship our items and how can we prove items were in a vehicle if they told us not to worry about it and no need to go to our vehicle in the impound lot while themselves are unable to find photos. I provided the recorded call and requested a supervisor, now my own insurance won't respond and has ghosted me. Shouldn't my insurance be held responsible if they offered to ship our items and failed to do what they said which sounds like negligence? Should I request this from the at-fault insurance company instead? Would filing a department of insurance complaint do anything? EDIT: TX