I was made an offer by an insurer regarding a claim after an assessor had finished their investigati…

I was made an offer by an insurer regarding a claim after an assessor had finished their investigation. I accepted said offer via email and was told to expect a release form shortly. After not receiving the form for an extended period of time I asked the broker for an update and was then told that their client does not accept liability. I asked how this can be seeing that I was made an offer which I agreed to. I was then told that the email that was sent to me making the offer was done so without prejudice and so their are not obliged to commit to the offer. My understanding is that once an offer has been made and I agreed to said odder, the users must oblige and keep to the agreement. Is my understanding correct?

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