MiWay is refusing to pay out claim

I was involved in an accident on the 28th April, the claims advisor was given information with regards to where the car is and the phone number of the storage place. She did not make any communication with them or send an assessor for the vehicle to be assessed. She merely asked me for pictures of the car. Then on Monday 5 May, she asked for the storage places email address, still she did not communicate with them. Then today, 7 May, I sent the claims advisor two emails in the morning that she failed to respond to them all of a sudden she sends me an invoice with costs she says I’m liable for. She delayed the claim for a week and now she expel to pay? I honestly don’t understand. She should have told me on the 30th already that they would only pay a certain portion of the storage fees. Kindly help