incorrect assessment and taking chances

I have just made a claim for my leaking geyser, in which under my policy contract, i do not have exclusions. Now the plumberr came out to assess the damage and tried to tell me few things that i didnt mention and prior to making a claim the geyser was assessed privately by myself. The geyser itself is leaking terribly and not warming up my water also the pipes attached to it are leaking. also my insurance is telling me that they do not cover the leaking pipes but there are attached to the geyser. This company is the worst as their plumber doesnt want to listen what the issue is and make their own assumptions. they do not deserve to even have a star for them. they are terrible. I should have went with my private plumber for this and everything was going to be sorted.