BAD SERVICE BY SANTAM INSURANCE

I AM INSURED WITH SANTAM ON 22 MARCH I FOUND THE CEILING LEAKING WATER AND DAMAGED.I LODGED A CLAIM AS PER CLAIM NO: ********** 45.I WAS TOLD THE ASSESSOR WILL COME TO MY HOUSE.HE NEVER CAME.AFTER TEN DAYS I FOUND AN EMAIL FROM HIM ASKING FOR QUOTATION SEND HIM THE QUOTATION AND HE PROMISED TO FINALIZE THE MATTER.THE INSURANCE SAY THEY GOT NOTHING FROM HIM HE SAY HE SEND THEM DOCUMENTS TO PAY .I DO NOT KNOW WHO IS LYING TO ME.I DO NOT KNOW WHO TO TRUST NOW