Worst insurance ever

On the 19 April , one of the water pipes in my main bathroom burst without warning, no leak or anything prior, this lead to the bathroom, main bedroom and parts of the upstairs passage as well at the other bathroom being flooded. I was able to close my water meter with help and I immediately called a plumber, who responded quickly and came to fix the pipe and helped me to mop up the water. The water had damaged my wooden floor tiles, parts of my dressing room, the cabinet under the basins. The plumber stripped my floors and wrote a damage report stating that the pipe was damaged from the inside and subsequently burst instead of causing a leak first. I filed a claim with 1st for women on 20 April 2026, the person who was attending to my claim discouraged me from claiming saying I have cash back due soon, so I should rather fix the damage myself. I told him I’m going ahead with the claim because the damage is massive, to say the least I provided pictures and the report, they only sent out a plumber on the 21 April 2026 to fix the pipe which I had already informed them the plumber I called fixed on the same day of the incident. I was struggling to get hold of the person allocated to my claim and eventually on 24 April 2026 when I called in, I was told my claim is being denied because the pipe damage was from wear and tear. Wear and tear that was on the inside of the pipe which I wouldn’t have seen and they didn’t use their own assessor’s report because it indicated that he couldn’t find the source of the damage but used my plumber’s report to deny my claim. I asked the lady I spoke to on 24 April if they are saying to me that on a yearly basis, I must switch off my water meter and ask a plumber to open all my pipes and check if they have any damage on the inside so it can be fixed before the pipe bursts, the consultant didn’t have an answer but instead dodged my question and kept saying it’s in the documentation. I’m left stranded and very disappointed with this company as I’ve been with them for years. Mind you my house is fairly new, it’s 7 years old, so wear and tear on pipes is extremely early.