The quality of there services are very poor and not up to the standards I'm paying for

The quality of there services are very poor and not up to the standards I'm paying for. I logged a claim when we has a gale-force wind and hail which ended up that my garage door fell off. Claim was approved and no discussion was made with me to opt access fee. Garage door was supposed to be replaced today, but according to supplier, staff of standard bank did not get back to them or myself. I took a day off as I was informed by suppliers that job would be done today. I tried to call standard bank insurance but no one responded.