Bad Service Outsurance

Received a call from Outsurance on 6/12/2019 just after 7.10am. They confirmed will call be back not later than 12.00 pm the same day. Well I had to phone and left a message on 09/12/2019 for them to phone me back, as was still awaiting on a phone call. I only want to know how they can say work done for claim is bad workmanship. To me looks like if they are looking for any excuse in the book not to commit or pay claims . Makes we wonder if they just in the business to get money out of people ?..........Really Outsurance, like I said before, I am not a builder, or tiler, or handyman. Quality service is not complicated. So far this has been my worst experience with an Insurer company (outsurance)