Strange letter from outsurance

I have been claim free with outsurance for the last 20 years...on 7 August i was rear ended fortunately damage was not that bad...i submitted a claim to outsurance and when they advised the amount i advised that it was not worth claiming and that i would undertake the repairs myself...they agreed to this and advised that i would still have 6 months in which to claim...to my dismay today i receive an email from outsurance advising that the claim is rejected....SAY WHAT!!!! i withdrew the claim...two very different things....i called outsurance and they advised that i must not worry as it as a standard letter..Rejected is not a good reflection on me and i would like a correction letter from outsurance....if this is how im treated after 20 years then it is time to consider a new relatioship ith another insurance company