incomplete work on claim

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 toi rate them 7 if the work was unsatisfactory and my roof leak is not resolved. My ceiling is now leaking where it was not. The complaints department have housing loans called me and emailed the insurance department. This is now going on for more than a month. This treatment is unacceptable