TERRIBLE BUILDING INSURANCE EXPERIENCE

By far the worst experience ever!! Last week Thursday I contacted standard bank insurance to urgently get an assessor out as my neighbor informed me that water was flowing through on his property and we discovered that the underground pipe somehow connected the pool was flowing through to the neighbor. We then discovered due to this the pool itself had cracked aswell. The agent informed me that an assessor or service provider will be come out first thing the Friday morning,

After 12 the next day I called again only to be told that they do not have any service provider in my area, I needed to find 2 pool companies to come out, both came out over the weekend and the quotes to repair was the same prices.

Monday morning first thing I called in and AS USUAL you hold of for 30min plus. Eventually after sending 4 emails the agent informs me that the claim was rejected they don't cover pools.

Why when I called in did the agent not inform me that? Secondly water from underground is flowing through to the neighbors yard, how can they say they dont cover it as this was not self inflicted?? What do I pay insurance for??

They did not even attempt to meet me half way. I am appalled by this terrible service. I am sure should I get a reply from standard bank they will just say they are sorry for the service received but unfortunately they cannot assist. That's always the easy way out for them.

I look forward to a reply SOONEST.