Claim refuted, burst pipe cause ceiling damage

What a rip-off. Three years ago they refuted a claim for a burst sewage pipe underground and their reason behind refuting the claim was because of wear and tear, earth tremmers and mining on the westrand. Can you believe it, a pipe leading to the geyser burst in the ceiling and the water caused damages to the ceiling in the kitchen, they are refuting the claim again due to wear and tear, this is bullshirt. I need the director to contact me personally, so much for the King, they convinced me not to change my insurance and I requested call recordings, they never mentioned this and I remeber asking them if all pipes and geysers, are covered which the agent by the name of Makuke Segale confirmed everything is covered. I demand for all my calls to be listened to. I am not prepared to fork out cash to pay for the ceiling when I'm paying Insurance regurlarly on a mothly basis for R1 450-00, I need this ceiling to be repaired urgently. How many clients are being ripped-off because they look for the easy way out, wear and tear. False advertising is the order of the day, Why do inocent people suffer and people who cause damages to claim from insurance get away with it and my claim is ref