Embarassing Service

I've reported a pipe claim to CIB Insurance and was advised that I must pay for the assessment and reporting of the damages (get a plumber myself, pay for a leak detection since its a concealed pipe, also pay the plumber to provide the insurer with a report on the damages and photos. In my many years of dealing with different insurance companies, I have never come across such embarrassing service. To make matters worse, my claim was rejected before the damages were assessed. Reggie from CIB advised that they do not cover leaking pipes - they have not registered a claim (I haven't been provided with a claim number) and they have not assessed the damages, but I've already been advised that my claim will not be covered. I've lodged a formal complaint with their complaints department and I still have not heard from them, I keep getting emails from Reggie telling me that they will not cover, I must get a plumber to assess and provide them with a report.