Waiting weeks for Pipe repair

On 26/01/2025 our warm water pipe started leaking in the wall. We logged a claim using the Discovery Insure App, all went smoothly. We gave specific details about the leaking pipe, the plumber who was assigned was told it was a fault with the geyser, after speaking with him another day passed before someone contacted us.

Eventually a plumber came out to confirm it is a leak, this is where all the problems started. The plumber could only determine it was in the wall between Bathroom 1 and 2, but could not ascertain the cause, rusted pipe or leak at fitting or cracked pipe. We had to give consent for the plumbers to open the wall, but we were informed that we needed a Wear and Tear clause. This the assessor said could only be obtained after the cause is identified. Now after opening the wall and providing feedback that they cannot see the exact spot of the leak we are informed that they now need to open the wall more to find the source.

It is now 19/02/2025, three weeks without warm water. Discovery is happy to receive our money each month but are looking for all reasons not to pay. The damage to our bathroom now is more than it would have been to do the repair ourselves.

I hope someone at Discovery Insure can clear this up urgently.