When a claim issue is ignored

I have had my bond with STD Bank for ten years now. A few weeks ago a pipe burst in the wall of my bathroom. This caused paint damage to the bedroom that runs alonside the bathroom. On top of that to replace the pipe , the plumbers had to break a large corner of the tiles in the wall of my bathroom. The sum total of the damage is a big hole in my bathroom.. paint and tile damage in the bathroom and paint damage in the bedroom. They sent a builder to access the damage and they cannot match the tiles. So all they are prepared to pay for is to replace the tiles that have been broken off. So they won't match the rest of the bathroom and my bathroom will look shoddy and this will bring the value of my house down. Is this not why we have house insurance??Ultimately they have paid me out R1600 which does not nearly cover the amount of damage that has been created by the burst pipe. I have asked and begged repeatedly that a proper accessor comes and look at the damage so they can see that what they are paying out does not nearly cover the expense. My request has been ignored!