Always stories when customer needs to claim

I have a problem with a blocked drain.Got a plumber out and was advised by him to get my insurance involved because there's a lot of sand in the pipes and that's a indication that the underground pipe might have collapsed. Phoned std bank insurance and logged the call.Was advised that if the underground pipe needs to be replace it would be covered and i would have a payment of R750 i had to pay. Contractors came out not even opening anything just standing and saying that its just a normal blocked drain and that was not covered under insurance. I then explained that the plumber i payed said there was ground blocking it. This guy was adamant saying pipe had no problem. I wonder how he would not this not even opening anything and not even checking. No one bothered to phone me from std bank.I had to phone to find out what now.I was told this time that nothing like this is covered. I have a recording where they said it was and im sure they also have recordings. I am now sitting with a non working toilet.Overflowing if it gets used and 4 kids with diarrhea . At what stage did std bank want to follow up on this or actually let me know what was happening and what the next step was? I was told now to get my own plumber to get a assessment done and then send it to them.Who pays for this? me? Why do i have insurance?Last time took std bank over year to sort out a issue i had.We going to sit with broken toilet for a year????