Cancelled Claim - No Notification

I've just received a call from a contractor dealing with repairs to my property to inform me that they've been advised by the insurer that the claim has been cancelled due to the wall requiring repair taking too long to dry. I have never experienced and insurer seemingly walking away from a claim before and I am trying to contact them telephonically but neither of their listed numbers are working for me for some reason. It would have been great for the insurer to contact me and not for them to contact the contractor to inform of this change.