Claim in Limbo

I called Absa Homeowners insurance to report a possible leak from my shower that resulted in damaged bedroom walls and cupboards , a plumber was immediately sent out to asses the problem and he advised the problem was the waste pipe and that insurance wouldn't cover that, but will cover resultant damage. two days later still no feedback I called Absa and asked for the report and a way forward , Mpho advised me that as much as the insurance wont cover the waste pipe they will cover the damage caused by the leak ( Walls, Cupboard tiles, etc. After running around looking for quotes something told me to call Absa and verify exactly what is it they will be fixing and that when I got through to Shaan who decided to hang up on me when I asked her to put in writing what they will be covering and all of this is after I held on for more 10 minutes to be put through to her and having to wait again on the line while she types ( WHAT ? I DONT KNOW) now can someone tell me what is the way forward here! and In writing because I am tired of conflicting stories from your agents and the fact that It takes forever to get through to your contact centre.