Standard bank insurance despicable customer service

Recently our house was flooded by a pipe that burst in our bathroom. The INWARD TOILET pipe has burst and STD Bank refuse to cover the insurance as they see it as a "Waste pipe" they have not even sent an assessor out to assess the situation. It is not the waste pipe as my house was not filled with sewerage it is the inward pipe that connects to the sistin THEREFORE should be covered. How can you just decide you wont cover something when an assessor hasn't even been sent out?? we pay the premium every month surely that is mandatory before the decission is just made? Furthermore the call centre is useless as you cannot even get hold of anyone even after holding for 2hrs and 27min!. This is disgusting service. Someone better get hold of us to rectify