Pathetic response and service

We got burgled and garden entrance gate was badly damaged. Insurance sent supplier out to quote with bad attitude. His quote was accepted by company and the quote I got from other company was not. They paid money into my account and when I called supplier they refused to do the work, becausethey deal only with insurance company. We have half a payment and no gate. Insurance company refuses to listen to reason and redkons I am wrong. Thabu did not explain anything properly which I expected. He reckons I said I wanted to use my oqn supplier which I didn't. Why did they then send an sms to me to confirm that their supplier would contact me shortly