Poor service received on claim

On Thursday evening 12 January 2023 we found a water leak in my daughter's bedroom coming from the wall. Her room is located next to the bathroom and my immediate assumption was that it must be a leaking pipe from there. I contacted Outsurance on Friday, 13 January 2023 to log a claim and they send out a plumber to do a leak detection where they also find that water was leaking under one of my kitchen cupboards. I waited until Monday 16 January 2023, but got no reply from Outsurance until I decided to call them myself. The response from the claims advisor Claudia Pillay was they waited on the report from the service provider. She eventually got back to me saying that the service provider says that my tap is leaking and that this is not covered by the insurance. I refused to accept it and she told me that she would contact the service provider again to ask for a detailed report about of what the issue is. It is 17 January 2023 today and I haven't received any feedback yet. This is truly unacceptable and poor service from Outsurance and their service provider. I refuse to accept that a leaking tap is pushing water to my daughter's room and my kitchen, there must be some bigger leak under the bath or inside the walls. I am busy wasting away water and sitting with carpet damage and no response from Outsurance about what is happening.