Access fee

I experienced a water leakage In my kitchen on Wednesday then I called my house insurance which is them, then they sent out two guys to have a look at the leakage. And the following day I called them again then they sent a carpenter to remove the cupboard. Then only on Friday the plumber came out to see to the leakage but before they could work I had to pay an access fee In order for them to work. why do I have to pay for everything,am I not paying a monthly fee already??? Now I'm left with a hole in my wall and built in cupboards which are left unassembled they'll only fix it once I pay an access fee which I refused to pay. This is not the first time they left things undone. The leakage ppl done a perfect job but who's fixing the wall and cupboards?? I'm furious at this moment.