BAD BAD SERVICE!!!

Ive had a burst pipe in my bathroom were all my wooden flooring etc was damaged.Since last week i am struggling with the claims department,they advised me on monday that the floors will be paid out.Right from the beginning i instructed them i am going to use my own builders they must please pay out what the assessed the damage for and i will pay the balance.IT was over their mandate and since then i am waiting for supervisor to give go ahead for payment.I spoke to claims dept this morning and they said they will do payment in my account but someone from that department must first call me to say when its going to be done.4 hours later i phoned AGAIN as no one has phoned me yet:and guess what now they need to first confirm from acessor or the people that came to assess and quote on new floors if they havnt ordered any stock for me.Hell as i said to them right from the start i please want to use my own builders.Now they have not made any reminders regarding that on my system profile:NOW ITS MY PROBLEM!!!.iF I TRY TO SPEAK TO SUPERVISOR ON 11:00 TODAY THEY HAD QUITE AN ATTITUDE AND PUT ME ON HOLD FOR 10 MINUTES AFTER I HAD TO HANG UP THE PHONE.Ive already phoned them 145 minutes!!!