Poor Customer Service Terrible Feedback and Communication Clarity

Worst claims experience ever, spoke to an agent on 4th August with regards to 3rd party claims he promised to get a manager to call me back with feedback and the process Spoke to an agent today 2021-08-10 regarding a payout for my damages claim as I want to use my own personal contractor, as he will be doing a full replacement and the so called outsurance service provider will be doing a cut a join job, now i get a notification the the workmanship needs to be done by their service providers to insure workmanship quality in the future?? Really?? How? By cutting and joining? Its my right to choose a service provider I trust and am happy with letting into my home and to do my work. This is not the first insurance claim ive dealt with and believe this to be utter nonsense and a waste of my time calling back and forwards