Buildings insurance claim difficulty

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I am insured with Rias and have had a water leak from the bathroom which has damaged the ceiling below as well as the bathroom flooring going underneath the bath. I’ve spoken to them and asked for them to send someone to repair my house out but they’ve refused and said they’re procedure is to offer a settlement over the phone and they don’t send people out any more. Thye also said they don’t cover the water leak repair(it was a pipe under the bath)

I thought they were there to help me? they’ve told me they can pay me about £1,500 but thye haven’t even seen the damage and I don’t want to get ripped off by a builder i don’t know. Is this normal? They said they could make a complaint but it can take up to 8 weeks to reply and it wont change things and in the meantime my bathroom and dining room look awful.

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