Rejection of an emergency claim

On 3 may 2026 I lodge a claim coz my kitchen floor tiles was lifting up and cracks when u walked over it.I phoned again on 4 may 2026 and discovered that complaint wasn't reported as an emergency. On 4 May they send someone to assess and on 6 May Sanela phoned to say the claim was rejected and I must gt my own contractor and paid for it myself.Im a pensioner and always see that my payments are paid up for this kind of incidents. The floor is not fixed yet and it's inconvenient for me to use the kitchen like I use to.Please assist me in this matter