Poor service

Since i had a claim with miway November 2021 to date no payment recieved i had a geyser burst pipe it has damaged the ceillings ,kitchen units ,couch and some floor tiles were affected they have send an assessor to asses the damage so i have opted for a cash settlement so they told me that since im not using their service provider they cant pay me i have to send my service provider report, i had to make ends meet to make sure that i repair my house i don*t know that it is the kind of service i have to recieve hence im paying my insurance but no service hope you will help me thanks