No communication on the status of my claim

My toilet flooded my bathroom and has damaged my newly laid laminate flooring - when trying to establish if this would be covered by my policy with Ooba (underwritten by Hollard) no one could give me any information. They sent a plumber around, who actually didn't do anything - he told my husband to cut the overflow pipe shorter - he was there for under 10 minutes. My toilet is still leaking! Now, my floors are starting to buckle and raise, and I still don't know if new ones are covered under my policy! I called yesterday to find out and was told they couldnt give me any information as their systems were down. I was promised that a representative would keep in touch throughout the process and this has not been the case. If my policy does not even cover damage from a leaking toilet, which is the most common thing to happen in a household, then what is the point of this policy but more to the point, when will I receive feedback?