Very dissapointed in 1st for women

I made a damage claim on 16 November. The plumbers came out on 20 November to fix the problem. The assessor arrived on 23 November. After numerous emails and calls finally was advised on 30 November that my claim has been finalised. Up to and including to date I still havent received any feedback until I called again and was advised that the access amount will be deducted from my claim amount. I told all the consultants I spoke to that I already paid the access amount. Im still waiting to be advised what the next step would be.