Most people have never filed an insurance claim and have no idea what to expect.
Policy Holders have a contract with an insurance company. They pay premiums, so that if their property is damaged by something "covered" in the policy, the insurance company will pay to repair or replace it according to the policy. No where in the policy does it say that the insurance company will choose a contractor for them. Most insurance companies are careful in writing that only the policy holder can hire a contractor. As long as the contractor is following industry standard protocol and their charges are standard & customary, a policy holder can hire any firm they choose. Qualifiying A Contractor is your responsibility.