No feedback from Reiner in claims

Hi I had a storm damage claim, that was approved but I queried that they only going to fix the ceiling as the reason the ceiling is damaged is because the roof is damaged. The company that was approved to do the work never called me to make arrangements they just emailed and said that they will be coming on the 8 November without prior arranagemnt. This is very unprofessional of the company and miway to allow this. I sent 3 query emails to Renier in claims but have had no feedback from him Or the company approved to do the work.