So i'm having a bit of a dispute with our house insurance, long story short, my husband didn't close the shower screen properly and left the bathroom with shower running for a period of time, I walked into my kitchen to find it had all collected into a bubble and burst through a hole in the ceiling causing damage to the walls, floor and plaster. Insurance told us we could claim through our escape of water and had to give them two itemized insurance quotes. We massively struggled to get these quotes with several traders not turning up or wanting to charge a fee to produce them, we asked if the insurance company could send out someone to quote and fix - they said no, we asked for a list of their preferred suppliers and was told they didn't have one. Eventually they told us they would send a loss adjuster out with a view to offer a cash settlement. Whilst waiting for the loss adjuster we had another leak when using the shower and it became apparent that the bath was coming away from the wall when we were using it causing the seal to break and the water to escape down the side, this was confirmed when we got a plumber out through our boiler cover insurance. So we resealed the bath but again the bath would move so in order to prevent more damage whilst waiting for the loss adjuster we stopped using the shower and stuck to baths only. We're still having to do this months later. The loss adjuster came, had no details of our claim as his system had crashed, he spent 5 minutes in the kitchen looking at the hole went into the bathroom, didn't ask us to remove the bath panel or look under the bath. He took some photos and left. We were then offered a settlement of just over £600 out of which a £250 escape of water excess was to be deducted. None of the works included in his scheduled involved fixing the issue with the bath. So we queried it. They've taken our query as a complaint and issued us with a final response claiming the loss adjuster took photos of the toilet which he claims was the root of the leak and we were negligent in fixing it hence as it must have been leaking a lengthy period as evidence by rust on the pipes (our pipes are all plastic so zero rust and 100% never been a leak) so they are refusing to pay out for any bathroom works. We've subsequently had 3 different plumbers out to the house for quote all which have been in the region of around £1700 and all the works listed are the same, all state that no evidence of a leak to the toilet and that significant removal and refitting of the bathroom suite and wet-wall will be needed to remedy the bath issue and the joist which has been soaked along with the fixing of the ceiling and flooring. The insurance company won't entertain these quotes or letters of evidence nor will the entertain the photos i've taken myself of the damage in particular behind the toilet which clearly shows plastic pipes and no rust anywhere there or under the bath. They've refused to let us see the report written by the loss adjuster or the photos taken and refuse to comment on how he could accurately know the issue when he didn't even look under the bath. They wont enter into a dialogue with us and have told us as they issued their final response we have to take it to the ombudsman if im not happy. Does anyone have any experience of this or words of advice on how to approach it with the ombudsman? what more evidence should I need or be gathering in order to support my complaint? I'm quite sure the insurance company are taking the **** in their offer but i've never had to make an insurance claim before so i'm not sure if this is normal or if i'm expecting too much?