Water leak ongoing in cape draught

I logged a claim for a water leak in the house 4th October 2017. Leak tech came to look and sent a report to outsurance that it was grouting repair required in my shower. I however hadn't used the shower in 3 wks at the time due to the water restrictions currently in place in Cape Town. Outsurance then declined the claim. I called again 2nd November as the leak was still there and is now not used the shower at all since Leak Techs last visit. Outsurance sent them back for a review - only after my husband had a fight with Outsurance as the agent said that the claim was declined due to wear and tear. Leak tech acknowledged that there was indeed a leak and then repaired the water pipes and left a huge hole in the bathroom wall which we needed to wait to have repaired as an accessor needes to come first see if there was any further damage. On 13th Nov we contacted Leak tech to advise them that the water was still running through our ceiling from upstairs bathroom and they sent someone 16th Nov to examine again. This time it was confirmed that the leak was actually under our shower in the pipes leading from shower and bathtub pipes. They advised that they submitted a report to Outsurance advising that shower needs to be broken out and all pipes needed to be repaired. We were to wait for outsurance to give the go ahead with the builders. I called Outsurance 21st Nov to find out the status of our claim only to be told that my call is closed and resolved. After explaining to the agent that it can't be closed due to work still to be done and an ongoing leak she said she would reopen the call. SO A WEEK LATER AND OUTSURANCE HAVE FINALLY GIVEN THE GO AHEAD FOR A LEAK TO BE FIXED. REMEMBER WE ARE CURRENTLY EXPERIENCING THE WORST DRAUGHT IN WESTERN CAPE IN A CENTURY. So tell me , who is going to pay my excesive water bill due to Outsurance's negligence of acting on a claim. And the worsening damage to my building structure due to the running water . All of this could have been resolved faster and water could have been saved if only Outsurance could do their job correctly.