Very dissapointed

I reported that my motor cycle caught alight and the assessor came out and took the photos to BMW. I already had two quotations where the mechanics came to my premises and did an investigation. Bmw made an assessment based on the photos alone. They didn't physically come assess the damages. My insurance declined. I told them I am taking this matter to the ombudsman and moved forward in trying to get it repaired myself. Only after advising them, I am taking them to the ombudsman, then the assessor requested me to produce the burnt parts for it to be taken to bmw. At this stage my mechanic had already removed the burnt parts so that he could make up a knew wiring loom and purchase the burnt parts. I am utterly disgusted as I have been with this insurance company for more then 10 years. I am considering changing my insurer so if anyone can recommend one, please do