[mothered]

They ignore my inquiry all the time why they ignored the complaint.

That's totally unacceptable.

Tell them that their response to your complaint, Is a mandatory requirement as part of their claims assessment that cannot be Ignored under any circumstances.

The rationale for the police report, according to them, is: "On the basis that it is suspected that it may have been compromised by theft."

Respond with this:

"I've received the package as per Its original condition and without any signs of tampering whatsoever, so If you suspect It's compromised by theft, It did not occur whilst In transit and when received at my premises. As such, what relevance does your suspicion have to me as the buyer?".