Nedbank Claim C*** was rejected and the plumber appointed by the company did not even show up to review the damage 13 days later!!

On the 8th of January 2018, I had 3 burst pipes in my house which is not even 2 years old. I called in a plumber that resides not far from my house to come and assist me. I have a Nedbank home insurance which I have never received the policy document and on the 9th I called the insurance division to inform them that I need to view what my house policy covers and this information was sent to me, I then reported the burst pipes and informed the customer agent that I have fixed the problem since I was not aware that my policy covers for leaking/burst pipes and poor workmanship. Claim C ********** 453756 was lodged and they appointed a ER plumbing to come assess the damage. The plumbing company never called me and I called them several times, even leaving messages and to date they have not called me. I submitted my claim on the 14th of January with documentation that was required. I followed up on Wednesday the 16th of January 2019 and was told that the claim is with finance department and it will be paid within 48 hours. Today the 21st of January, I called again to check progress and I was told that my claim has been cancelled without any valid reason. So my question is, as an insurance company what right does it give you to cancel my claim if the plumber that you have appointed has not reviewed the work that was completed by my plumber. The fact that this plumber does not take his work seriously does it mean if I did not appoint a plumber, I would be sitting in a dam while I am paying insurance and have not even missed a payment. This is utter nonsense.