Poor service and refusal to pay claim

I logged a claim and it was automatically accepted. They did not have anyone dealing with borehole pumps and asked me to find someone in my area. Whilst we were waiting for a report they said to me I must share my banking details so they can pay me a thousand bucks. When I questioned on what basis they said they are assuming it’s due to a power surge and that has a higher access rate. I kept on saying we must wait for the report. The report came and said nothing about a surge and outsurance was not having it. Long story short, they did not accept the report all of a sudden they knew a repairman in my area specialising in pumps. The new report was a two line paragraph with opinions and not facts. I am being told that my claim is invalid and won’t be paying .