I wonder why we escalate if we will never even get assisted or feedback

You call to log a claim and the consultant informs you that they will cover the items you are claiming for up to a certain amount...when you call back to get feedback you are then advised that the repairs are for your own expenses. Fast forward to 7 days later after they made you feel like an idiot they retrieve the recording and find out that you were correct and the consultant claimed liability they come up with stories to say they wont be liable because i haven't incurred any costs!! How can I incur cost while I am waiting for a quote from a contractor they appointed to help me with????

I am utterly disappointed with this institute if i could i would move my policy from them really!!!!!