I have a home insurance with bettersure and now lasr week friday i had a problem with my gas gyser

I have a home insurance with bettersure and now lasr week friday i had a problem with my gas gyser. I called in to submit a claim for the gas gyser. I didnt get the help im looking. They sent a assessor to check on the gyser that was last week Tue since then till now the assessor never came back. I have been calling every day to ask about the outcome of the claim. I was told that there is a possible of a REJECTION on the claim because the gyser is RUSTED AND OLD. My Question with them is that i am the first owner of that house and when i bought the house the gyser was installed outside against the wall and it was brand new. The area i am staying at is very wet that is why the gyser looks old and rusted. I am very not happy with the outcome and i have 3 kids that must go to school that we need hot water in the morning to prepare for school and work.I am not happy at all with Bettersure insurance.