Leaking pipe inside wall and Sanitary Claim

I am very disappointed with STD Bank Insurance. First logged a sanitary claim and pipe leaking inside the wall in Dec last year. Two different plumbers came and do the assessment and one for pipe leak sent report to the bank that there's no leak and my question is how can you explain when there's a mouldy spot on the wall where the pipes go and at the very same spot on the opposite side of the wall, it is also mouldy? And the sanitary claim; i'll have to be put on hold every time i call the bank to ask for feedback cos they need to speak to the plumbers to get report sent to them. How is that possible, hey? This is my first time ever since that i am claiming with the Insure and i get to be treated in this fashion. I am exhausted with no options and i really don't know who to speak to anymore. My phone has gone skyrocket cos of this yet i am not assisted in anyway possible. Called STD bank again today and talked to a sarcastic call agent who is telling me that i can not be covered cos of the plastic bottles that are in my bathroom. Am i not allowed to preserve water in plastic bottles in case water stops? What has the plastic bottles with water in got to do with my claims? Standard Bank Insurance, you are very disappointing to me and i am very annoyed. I must admit!