Fixing of broken pipes

On Monday I put a claim through for my hot water pipe which was leaking. Plumbers came and chop the wall open and seen that the cold water pipe was in a bad state and would be leaking soon too. I phoned Absa and they told me too pay the plumbers another R500.00 and tell them to fix it. Plumbers waited for instructions from Absa which never happened. So they had to leave for another call out. I phoned Absa again and was told that I had to register a new claim. Plumbers phoned me in the morning to advise me that Absa did Not give them the proper instruction. So now apparently Absa does not pay for a pipe that is not leaking. That means we have to now pay ourselves to have this pipe fixed. A this time our wall is standing open . We cannot use the bathroom. What a pathetic insurance company Absa is.