Extremely poor service from absa

Absa insurance called me back today, they are repudiating my claim on the basis that policy excludes waste water pipes in the wall from the showers causing water damage overflow, when I asked the consultant to show me where this was disclosed to me when I signed up 15 years ago, response was "I will not do so, please contact the underwriting department", so if a consumer is unaware of something and Absa is failing to disclose where I signed for this exclusion how can they repudiate my claim, I cannot believe such a large corporate can flout governance and the consumer protection act like this, terrible insurance company, consumers beware...