Worst insurance department ever

I raised claim on 22/07/2025, service provider sent someone who had no idea on how to do repairs. 2 weeks later I then Got a call from the original installer of the faulty part and they told me they will come and assess the damage. Whilst waiting for them to come to my house I received a call saying insurance won't pay. I lodged a dispute with complains department and I had to follow up after a week for response.