Unacceptable service

On the 29/1/2015, Outsurance (OUT) referred Elias Waste Removals (EWR) to remove a palm tree from our property. The project was a complete disaster. The tree stump fell 10m away from the designated area. Damaging the koi pond and killing 7 koi's avg. +65cm each. According to the EWR the job would take 4 hrs it has now taken 3 days. Photos and video footage of the damages caused was provided. The job is still not completed to our satisfaction, a meter and a half stump is still left in the ground. I learnt that the men were hired off the street and were not employees of EWR. Furthermore EWR did not have their own truck to remove the rubble. Its strange that someone who owns a company has no employees, equipment and cash flow is listed as an approved service provider for OUT. Definitely OUT has no checks and balances in place to verify if the service provider is reputable or not. I have now been informed that OUT will be claiming against EWR insurance and that the process of claiming from them may be a lengthy one. Its now the 6/3/2015 and we have been pushed from pillar to post and OUT cannot assist us in finalizing this issue. Can someone with authority please revert.