Appalling customer service by Dial Direct

On 27 Jan 2020 at 2am in the morning I had a water pipe burst in my upstairs bathroom resulting in flooding on upper and lower floor. I was told by underwriter on 27th that they did not have any plumbers to assist till the Monday morning and to find my own plumber - this was after I had to call them 4 times. 6 days later the 1st assessor came to my house and claimed that I did not have any grout in my bathroom and therefore he did not feel that my claim should be honored. The underwriter then called to depart this news - Mam unfortunately we are declining your claim as you do not have grout in your bathroom and we did fix your burst pipe and spent X amount on it. FYI I got and paid for the plumber not Dial Direct. I demanded a second assessment so the gentleman came out to my house 10th of February and confirmed that I do have grout and that he would compile his report and send it to the underwriters. To date I have yet to hear back from Dial Direct. I have been a client since before 2008 and never claimed for damages to my home. The manner in which I was spoken to and treated is appalling. None of my emails are acknowledged and I have to call numerous times just to be told that they are busy working on it.