No response to shower leak

I have a water leak that has occurred in my shower damaging the floor below and the roof of the downstairs toilet. The pipes are encased in concrete in the floor and we now have to prove to them that the pipe is cracked. What do we have insurance for? it is not a maintenance issue as the pipes are not out in the open for everyone to see. Secondly the bad service we have received is appaling as it took over a day for someone to get back to me. <br> <br> This is unacceptable from an insurance company and as such we are now busy looking for a new company to take over our insurance. One who is willing to deal with the problem and not find loopholes in their own policies not to pay.<br> <div><em><br></em></div><div><em>(Supplier name changed from Old Mutual to Mutual &amp; Federal by Hellopeter.com)</em></div>