Very Unhappy first claim

How do you confirm that the repairs has been completed? Do you know that today the tiles has been fitted and on monday it will be grouted and painted and the shower screen hung back up. Is that completed in insurance terms? Because in my household we are still unable to use our bath/shower. I don't think you realize the inconvenience of not having a decent bath or shower since this claim started. Now again today we are asked for access money when my husband was told that he shouldn't pay anything since the insurer will settle it for the inconvenience we are still enduring. How come we now have to answer to this? Nothing is said about my spoiled towels I had to use when it started leaking. I need this access confusion to be sorted out even if you have to listen back to the conversations my husband had with the consultant who told him not to pay anything. He was asked to email the invoice which he did twice as he is being harassed for this money. I cannot believe that we are treated like this by our insurer, it boggles my mind. We pay every month on time and now we had to wait almost 2 month for a leak to be repaired. Please sort out on your side about this access money. You have very unhappy clients.