What Insurance?

I have supposed insurance with Standard bank. I filed a problem with the after hours department on Sunday 25/01/2015. Plumbers came out to the house to do inspection only to tell me that they will get back to me after talking to Standard Bank. I did not hear back from anybody the week. On Thursday 29/01/2015 i called the claims department wit ref no: HLB ***. They refused my claim based on the reason that it was an nonoperational geyser that caused the water damage and seeing as this happened over time, they will not be paying I asked to dispute the decision and they said would email me the correct from to do so. On Friday i still not receive anything and asked to speak to some sort of management. I spoke to Neville and he assured me that he would follow up, On Monday 2/02/2015 i had to phone again. Again there was said he would contact me and still no luck. SEEING AS STANDARD BANK TOOK SO LONG TO GET BACK TO ME, THE DAMAGE IS IRREVERSIBLE. The problem is that the damage was not caused overtime - it happened on Sunday 25/01/2015 and it is still continuing. The longer you take, the more expensive it will be.