claim number 17/080301 leaking roof

I have been unsatisfied with the work that was performed by Risimu Trading and never rated them. I have just received an sms stating I rated them 7. How is this possible. As I have not paid my excess due to the fact that: The assessor did not inspect the job but took pictures. He said it was due to dirt in the gutters that was why my roof was leaking. This was not the case. When the workers removed my ceiling they found that the roof was leaking and a pipe was leaking. They only informed my mum after they closed the ceiling . How will I be able to rate them 7 if the work was unsatisfactory and my roof leak is not resolved. I have now been on the phone not for 25;41 min the first time trying to reach standard bank insurance