Better for who?

I submitted a claim for a leaking pipe after receiving a utility bill of R32 000. I got a plumber in as soon as possible, phoned bettersure and explained the situation. As a result, I had to shut down the main water pipe, and consequently have been without water for almost 2 weeks. Every time I phone in, I have to repeat the entire story, speak to different consultants, just to be told different outcomes. All I want from bettersure is to pay the plumber, so that I can get on with my life. For the life of me I cannot understand how a claim to repair a leaking pipe (which is costing me thousands at the moment) cannot be approved. As I am writing this, I am still waiting for correspondence from their side, to be signed and sent back for payment authorisation, which I am told will take another 4-5 working days. Bettersure - better for who???