Insurance will not pay contractor

I have claimed for a borehole pump not working so a claim was registered and a agent assigned to me. The contractor came almost immediatly as our need was for drinking water. They installed a spare borehole motor and took the one suspected not wanting to start. They phoned me on monday saying the bank would not pay them for services rendered and now wants me to pay for it and they also would not bring back my old pump. I have send the bank emails without any response back from the bank. I really do not know what to do. I do not know why the bank does not want to pay and this is actually none of my bussiness.