Standard bank emergency

I called standard bank insurance because I came back from work there was water leaking from a pipe and there was water all over my kitchen floor and they asked me which pipe was leaking and i explained to them they told me if the leakage was from the pipe that they are not covering I'll have to pay for a callout. Standard bank insurance is saying that they cover for labour in home emergencies for an hour. I want to know if water is leaking and there's water all over the floor isn't that an emergency?