Nedbank won't cover after they worked on my shower last

In 2018 I noticed a water leak somewhere by my shower. I logged a claim with nedbank, they came out and fixed the tap. I've rented the house out and now that my tenants have left I went back into the house 4 years later and the shower is exactly as it was, in fact MUCH WORSE. It's damaged the bedroom wood floors on the other side. I immediately logged another claim on 1 Aug, they came out 1Aug at 5pm, never heard back from Nedbank, I had to call them for feedback which is nonsense. Now I'm told that it's my problem to fix as it has nothing to do with what they cover. How so?? When I took insurance they told me if you turn the house upside down, whatever doesn't fall is covered. Taps don't fall?? Shower pipes don't fall?? Now I have extensive damage and nedbank wants nothing to do with it. I want this resolved! Who is going to pay for all of this. This is exactly why I take insurance. I would like this to be resolved or I'll take my 4 family houses insured by Nedbank to someone who can actually assist and not always have excuses. This is the 2nd claim out of 4 claims in 9 years they actually assisted with. As soon as things get rough, Nedbank won't cover. I will take this to my lawyer as Nedbank insurance people worked on it last. Please call me ***