Without knowing exactly what the nature of the claim is and against who , it is not possible to give a definitive answer .
However it sounds like the claims assistance service that comes with your insurance is pursuing a claim on your behalf - What they are saying is that the fees incured in pursuing the claim will not be deducted from any payment due to you
Or it could mean that they will not apply an excess to the fees as excesses are sometimes refered to as deductibles. Your best bet is to phone them up and ask them.