Extremely disappointing communication and follow up of a problem that got much worse because of Miway's initial unprofessional assesment

I am extremely disappointed by how Miway has been causing and then dealing with the unprofessional assessment of a leaking ho****erpipe inside the wall in our kitchen, where Russell (Cape Town) dismissed the water in the room underneath as structural, "wet winter" and rising damp while we never had this before and were insured more than 8 years with Miway. Even a video of it in which was mentioned that the water was coming from above, was ignored. Problems got worse and I called them again to insist on leak detection. Then the problem was found but first I paid for waterproofing the wall myself. They acknowledged it, (Russell who did the dismissed assessment admitted he was the man who made the mistake to the estate agent and said "oh well at least he had the wall waterproofed") but never apologised, instead wanted me to pay my excess after sending them my pop and invoice for the dampproofing, and when I asked to incorporate this with the reimbur*****t, they now don't reply to any form of communication anymore. Automatic on leave messages only and not 1 employee who can just tell me what the plan is and when I get reimbursed. I will take this up to the highest level possible as I feel treated extremely unfair. Even the service provider who did a good job and all the recorded material, videos pics and witnesses don't seem to impress them at all. This is now 4 weeks ago and still waiting for reimbur*****t.