What's good recommendation when DHL deny the claim of damaged and lost shipment? -

Damage of shipment happens very often, but it's really scare the hell out of me when the large career service with good establishment refused to pay for the lost shipment and damage which are covered with insurance. Tell them that you have discussed the issue with a lawyer , and ask them nicely again to please refund you or you will take further action. that might scare them into listening IF something is lost, how do you know it's been damaged? I'm confused. You can't claim both!!