Awfully service at OUTSURANCE

As a loyal client for more than 15 years I am disgusted in the service I am getting from my insurer. I logged a claim and now 10days later am still having issues with finalization. Outsuramce has contractors on their panel that can come out to provide quotes but can't come out to do the job...why bother to quote if you can't do the job? How does this become my problem as the client. Outsurance is willing to pay out the claim directly to me but deducts my access as well as VAT. *** I have to now do your advisors job to get a suitable contractor and see to it that the job is done AND pay more than double of what you are paying me out. This is disgusting. How can you even consider deducting anything . The saddest is that your managers don't even have the decency to make contact with unhappy clients and we are just sent from pillar to post.