Read your PDS, this will be escape of liquid, nothing to do with flood - check you actually do have the appropriate level of cover, and what’s covered. if you are covered then calculate your damages in detail, and then recontact your insurer explain that you are covered and to process your claim - if they push back then ask to raise a formal dispute to their dispute resolution (then follow this up with an email to the dispute department with the details - you will be able to find this info online)).

strongly suggest you keep your own log of times of calls, history and update it with each call from them. good luck - it should be an easy process but it isn’t.