Bad service and resultant damange

My toilet cistern was overflowing and my house was flooded. This happened on Thursday (12/11/2015) around 01h30. I called the contact centre to report the claim which was registered. Two claims were opened and the plumber and the carpet contractor came to assess. My kitchen, 2 bathrooms and 3 bedrooms were flooded. I then followed up on Friday as the house was smelly and we have allergies. Trying to find out what is the progress or status of the claim. The consultant I spoke to advised that he will follow up with the plumber but if the damage is not covered by the insurance the resultant damage will not be covered and it is stated in the schedule. I then requested a policy schedule and he must also indicate where on the schedule is specified. To date I haven't received it. <br> I then followed up on Tuesday (17/11/2015), spoke to another consultant that advised that they will follow up with the plumber and call me back to advice on progress/status. To date, that hasn't happened.<br> I again followed up on Thursday (19/11/2015) and spoke to Zanele, who advised that the claim was rejected and will send me a rejection letter and the policy schedule showing that the resultant damage isn't co