Claim bust pipe in the ceiling

I have had insurance with integri Sanlam for more than 10 years claim free. On the date I got home and found that water was running from the ceiling I called my insurance to report it and lodge a claim that evening and the very next day **** an official claim as the officers was closed. the insurance company claim number is here in. The water that had leaked from the ceiling was hot water from my geyser pipe it is a galvanized pipe that had burst, this water damaged a small portion of the ceiling, and messed up paint on a newly painted wall and buckled a few sheets of the laminated floor sheets. An assessor came to my house and he reported that this damage happened over a long period of time and that insurance will not pay the claim, how is it he can report this when the water was running from the burst pipe. This is totally unfair and ********** for 15 years i had paid claim free premiums and for this to happen is *****.