One month later and counting and still no feedback

In May 2012 a pipe burst in my roof. I had the rest of the piping replaced at my cost. Outsurance considered it maintenance. They fixed the resultant damage including replacing some of the tiles in my shower. At the end of May 2015 I noticed that two tiles were loosening. I notified Outsurance on the 1st of June. Except for the sms received on that day with Shaun Joubert's contact details, all communication has been iniated by myself. An assessor showed up at my house on the 3rd of June without contacting me. Fortunately, my domestic was available. I called him on the 9th to enquire as to the progress of my claim. He said that my claim was declined. I protested by explaining that it is the same tiles that they had replaced in 2012. Upon further investigation, he sent Luke from Mecor on the 11th. He expressed doubts that it was inferior workmanship. Suggested that it was a leak. On the 29th the leak detector confirmed that thereis no leak. At 00h50 on the 1st of July 8 tiles fell off. I sent several curt emails to Shaun. Again he was unaware of the previous claim. I again furnished the information. I still don't know the status of my claim.