Nedbank Home Insurance - Shockingly poor service!

Pathetic service from the home insurance department. We were instructed by their contractors to go ahead and do a temporary repair on a burst pipe until they can get to us in an attempt to not switch off our water completely as the burst pipe was on the main water line feeding other homes as well. They now refuse to pay for the damages and just turn their back on us as clients. They throw policy wording at us yet it is them that sent their contractor to us who in turn advised that it will be fine to do the temporary repair myself. Really shocking service. This after paying many years of premiums.