Lack of acknowledgment from 4-Sure through Ooba

Disappointing service from 4-Sure through Ooba. Original claim was sent through on 7 July but is only being (almost) finalized now; after constant follow-ups from my side. Main issue now is that we need to claim for a concealed leak, but it was only discovered when the rain damage was initially investigated by us. Both were mentioned to insurance (with photos, on 7 July) but only the rain damage was (eventually) acknowledged. What must I do about this second claim as I am dreading having to go through the entire process with 4-sure once again?