Genuine Mistakes or Downright Dishonesty?

We believed we could trust our well respected insurance company to repair our home. But the information and service we received was shameful. The NFU Mutual's representatives gave us misleading information and lies. But should NFU Mutual be responsible for the actions of their employees and representatives? Even when they've directly informed us of these lies? Or are their representatives a different entity altogther? We felt safe in the knowledge that our home was insured with NFU Mutual. Should anything bad happen to our listed cottage, we knew we were in safe hands. We were under the impression, from the website, the adverts and brokers that any repairs would be expertly dealt with. But instead, the service we received was scandalous!