Unhappy ABSA home Insurance Client after filing claim for burst pipe

We have our house insurance through ABSA. We recently had a washing machine pipe burst in the middle of the night and it flooded our whole kitchen and living room. By the time I heard the water the laminate floors 5cm under water. The result is the laminated floors have been damaged and will have to be replaced in time. When we tried to claim for this, we received a rejection letter from ABSA saying that after careful consideration and even though they sympathise with this, this sort of thing is not covered. The reason they gave was that according to our policy wording we are not covered, however when I look at our policy we are covered for bursting, leaking and overflowing. I then asked them to reconsider this decision by writing to the email they gave ***. The rep**** by saying they will get back to me in 2-3 days. I have now been waiting 2 weeks. I have tried to call their insurance line but you just wait and wait. Theys say average waiting time 2 mins but I have waited much longer without being able to speak to someone. I am really unhappy about this as I feel that in a emergency, when the unforseen happens you expect your insurance to cover it. Otherwise what is the point of having insurance? As someone who is an old and regular client of ABSA you want to feel you are in good hands, otherwise what is the point of being with that bank?