No feedback on ABSA I-Direct home owners claim

I reported a burst underground pool pipe, which caused extensive damaged to my paving surrounding my pool. Following a brief visit by an appointed contractor, I received no feedback from my insurer for about 3 weeks. After making several calls and e-mails to follow up on the progress I was informed by a very rude Ms Govender that pool pipes are excluded. In the mean time I have lost a lot of water while trying to keep my pool from going green. I have studied my policy wording and found a clause that damage caused by burst pipes are covered, and when this was pointed out to the agent, with a request for her supervisor to call me, she told me that her supervisor will reach the same conclusion. I feel that I was not treated properly as a client and was refused access to a higher level to voice my dissatisfaction with the services or the apparent denial to settle the claim. I will accept the fact that pool pipes are excluded, but the main damage was caused to the paving which in my opinion is covered under the policy wording.