ooba policy misguided

We logged a request for a pipe leak last week Thursday, the claim was registered we were informed that they cannot get a service provider out straight way, and my husband had to find a plumber to assist us. The next day we received a notice that the claim was rejected based on the fact that we had two pipe replacement in the past twelve months. As per a section of the policy guide they highlighted was this "2.2.4 Leaking or bursting of geysers and 1.5m pipes attached thereto. Bursting of water pipes concealed in the wall of the dwelling and resultant damages, limited to 2 incidents per 12-month period from the date of policy inception.”. The history of our profile is that we logged a request for assistance to investigate if there was a pipe leak and a leak detector was assigned due to a high bill concern. this came out in April and then a few months later. The leak detectors did not replace any pipes all they did was run dye through the system to check for leaks and none were repaired. I have asked the insurance to verify which pipes were repaired and they keep on referring to the leak detection.