Three months of back and forth, their complaints department is also useless

I claimed for a leaking water pipe in April. They took long to fix the pipe and then advised me to find my own service provider. Repairs are done, and they don't want to pay. I spent 20k and they only want to pay me R6400. They claim it is their insurance rates, but don't want to share the rates with me. Poor service throughout as they don't bother to update me. I must always call them and push for my claim to be finalized. Their assessor only came after the work was done, the same assessor who was supposed to fix the damages. The same assessor who never checked all the work. If you can, please find yourself another insurance company.