Momentum STI ignores queries when it suits them

Since 23rd September I am trying to get an answer to questions about my claim. One important thing was a comment that the assessor says "water is not a peril". This is a significant statement to make as rain is water, plumbing leaks is water etc. My two queries have gone ignored since, no matter how much I ask the question. Not to mention the first person that handled my initial claim ignored me since, which is when i escalated it and now I am struggling with escalations. Very poor service from both the Team Manager for non-motor claims as well as the actual MSTI External Complaints section who is meant to step in if you complain!