No Feedback for Claim NO documentation NO Correspondence

A claim was put in for Colleen Apollis Policy Number : *** The claim was put in on 09.04.2016. The only time Dial Direct phoned me for to Survey the Service Received. My home flooded due to a burst pipe ,which was not in my control or and not due to my negligence. But now what Service was given to me ? My claim was rejected for the House Claim but for Home it was Approved.The only way I found out was by calling Dial Direct .I have had insurance for years and never claimed , I now need my insurance to assist me as my home floors and kitchen cupboards needs to be replaced. Suppliers fetched my Chest of Drawers and Home Theatre system but still no feedback or calls from Dial Direct. No correspondence or claim number for my claim. I have called countless times, emailed as well but still nothing. I am at wits ends please assist.