Refusal to repair or replace a toilet

My claim no. DC***I have made a query with Nedbank home loans regarding the repair on my property including the toilet. Koketso Shabangu refused to provide me with the reference number for the repair of the toilet because I did not have the date when my toilet was damaged. The problem is my toilet is leaking since March 2015 but I did not report it to Nedbank home loans because I have another household insurance with Club McCarthy and the come to the house and repair the toilet. When it started leaking again I phone the same plumber to come and fix it again and he suggested that it may be replaced. So we used the toilet after he repaired it and on the 3 July when my daughter entered the house she found the house full of water because of the leakage in the toilet. I decided to contact Nedbank insurance to lodge a claim on the 07 July 2015 at around 11:00 am. The problem was that they needed a date and I did not know which one to give since it happened several times and got repaired until I experienced the same problem again and decided that I should lodge a claim with Nedbank insurance to replace it as this has been going on for a long time and it is a problem for me