OutSurance undisclosed deduction from Claim

My recently had a claim due to roof leak from the heavy rains. We have been struggling to get feedback on our claim with calls 5 times a day to get some sort of update. Its either the claim agent is busy or unavailable.

Finally our claim was approved and finalised , and payout , only issue is the fact of the claim amount differs to what was paid . According to Outsurance , we had to pay for the assesor to come out which was deducted from our claim amount , but actually doesn't show anywhere on any communications . According to Outsurance they do not have to disclose the amount to the client. This doesn't seem fair or transparent , as it creates a distrust issue.