Burst pipes

I opened a claim with std insurance in December for burst pipes in the bathroom. The pipes have been fixed and to date the tiles in the bathroom have not yet been fixed as they claim they will only replace the chopped tiles. My issue with is,i don't want a two toned bathroom and i want std to find the exact tile as the one which is my bathroom right now. Sifiso Hlelo who is the consultant dealing with this matter,mentioned in the beginning that there is a maximum amount for pipes which i accepted. He further mentioned that for building repairs, there is no limit. He is not making any contact neither does he responds to my emails. I don't have a problem with std Bank replacing the chopped tiles but i just don't want a two toned bathroom. I don't want to find a builder,std should bring a builder.have reported this to std complaints department and still had no joy.