Outsurance bad service

On the 8 of June this year we asked Outsurance to send out a plumber to come and check if our geyser or any pressure pipes is leaking . They send out someone that apparently put gas into pipes and said no it is drainage pipes under the basin that must be leaking so claim was rejected . Now we started to see water behind my sons's room behind build in cupboards. His room is adjacent to the bathroom. His roof also started getting mouldy and damp so I ask for someone else to come out . They send a different plumber out which says it is a pressure pipe and he will advise outsurance to reevaluate the claim . The claim is just rejected. The last 2 to 3 weeks I notice dampness showing through the wall in the hallway and my sons laminated flooring and cupboards is getting worse. It is also going through to my kitchen walls. Now we have to start checking finances to fix this. So yesterday the kids call me to tell me Mom the bathroom floor keeps on getting wet . We put towels and try to see is the bathroom toilet leaking no it us not, basin outlet pipes nope . Phone Outsurance again can you please someone to come and check . We get told no claim has been rejected. So we phone Plumbers a private company . They come and check today climb in the roof and it is the coldwater pressure pipe leaking . They turn of the cold water going to this bathroom and it stops. So now we have to get a quote from these guys to fix this on Monday. My husband phones outsurance to ask so who is going to pay for this . He gets reminded of excess that will have to be paid . Also that quote should be send to them first before a claim can be processed and they need photos of everything that is wrong. Wow after 15 years being Clients of Outsurance . After 15 years telling everyone how great you are., this is how we are treated We have so much damage walls ,paint tiles , cupboards , laminated flooring . We are so disappointed. Ni Outsurance we do not get something out just terrible service.