When is it ever an accident when everything is negligence?

I submitted a claim in October 2025 for an accidental water leakage. The claim was called consequential loss and negligence. I appealed the decision with Guardrisk and the decision was upheld. When I proved to them that it was not consequential loss but direct loss, the focus was on negligence. For a claim to be categorised as negligence, there has to be some form of conscious recklessness, which in my case there was not. I requested the call recording of when the claim was registered; 21 emails later, I am being ignored. When is it ever an accident when everything is negligence