Lack of communication on claim not completed.

I had a burst geyser and claim done for damaged ceiling and geyser. Geyser have been replaced by a company but they cut hole in my roof to fit geyser in which they just left. They now charging me excess payment which i am not going to pay till insure and them can respond to emails. No response from insurance people that assisted with initial claim. I am going to review other company as well but insure have a big lack of communicating. Phoneing them doeant work as you end up listening to tunes and no one answers.