Firts and last claim with dotsure.co.za

I have been with Dotsure since 2016 never needed to claim and this week 03/04/2018 was the first time I need to claim, My geyser burst and I advised them at 10.30am they then responded saying I needed to get a quotation and send it through with cost of replacement. Yesterday the 4th of April 2018 I called in cause I haven't received feedback I was promised it would be finalized and I would get a callback , I subsequently called in twice to no avail. I call in today 05/04/2018 and I get a smug supervisor who advises me I am not covered as it was a case of "wear and tear" .. why would I have insurance if that is not covered and why wasn't this finalized on Tuesday so I knew where I stood, she then says the managers will discuss and get back to me. I have been 3 days without water at home and me been under the impression I had insurance was to phased but now I am super ****ed by the **** service I have received only to be told its under review. Dotsure is quick to take your money but very slow to payout I will be cancelling my insurance with this terrible company and be going else where with my home and car insurance. What a ******* I have no words to show how livid I am I have 2 small kids who are at home with no water all you had to was respond but you guys try and get out off paying at any cost.