I have had my insurance with Iwyze for years and never experienced this kind of bad service

I have had my insurance with Iwyze for years and never experienced this kind of bad service. Last year I made a claim and it was approved however the insurer offered me a settlement which was lower than what I was quoted and I informed them that I will pay the access so that they would be the ones fixing my solar panel however they closed the incident without informing me. Upon doing a follow up sometime this month I was made aware that my incident had been closed, however the agent re-opened it and i was issued with the same reference number. Another assessment was done with a new quote which i am now being told that i have pay because i need to upgrade my panel of which i didn't request