Shocking Service from Hollard

I logged a claim for a burst geyser on 11/10/18. The geyser was under guarantee and subsequently replaced. The assessor for the resultant damage came out a week later and by then the water on the ceiling had turned moldy. I contacted Hollard on 18/10, 19/10, 22/10, 23/10, 24/10 and was told by every claims staff and the team leader that my claim for resultant damage was rejected. Today, 24/10/18, I have still not received the rejection letter. In the mean time the damages are getting worst whilst Hollard takes their time to write a rejection letter. I can not take this to the Ombudsman without something in writing from Hollard. The dampness and moldy ceiling and walls are also posing a health risk.