How to claim written off fire damage items on home contents insurance?

Back in the summer my next door neighbours set their house on fire. As they were massive hoarders it took several hours and a lot of water over severa.days, to put it out. My house and property suffered a lot of smoke and water damage. Fortunate I was fully insured.

My contents insurers sent in their loss adjusters and their team photographed and cleared out a lot of my water and smoke damaged contents. They left me lists of everything removed, carefully documented and told me to expect an offer in a few months time, around now. Instead yesterday I got a call from their senior loss adjuster, asking where my claim was. He said I have to claim and then they decide what to offer. How does it usually work?