Pay outs and service

My tenants move out and vandalised the flat. I logged a call to Dail Direct and the consultant said they will assist. The accessor came out and done his report. On pay out they said they can't assist anymore. Reason I didn't notify them. So now I did notify them, the consultant told me that I am covered and there is no changes. I've been fighting with them for the last 2 days that they must then pay me out for the flat that was vandalised. Still no response...……….