Outsurance dithers on repairs

Outsurance is the insurer for my wife's house. A leak occurred owing to a burst pipe and we reported this more than 3 weeks ago. The process to appoint a contractor, Ad-Hoc in Pretoria, took a week. A repair was allegedly made but the water loss persisted. We have made repeated appeals but the contractors appointed as well as Outsurance have failed to address the problem or contact us despite Outsurance's promises to report. The water loss cost to date exceeds R11k which Outsurance will not refund as we are not covered for that. The problem is that this loss escalates whilst Outsurance and their contractors dither.