American Water Resources Customer Service Issues

As a NYC resident, I hold an insurance policy with American Water Resources on the advice of NYC DEP. I've experienced three basement flood backups. The first time I called, I was informed that they wouldn't assist because I hired a private company that found a broken pipe outside my home. The second time, they cited heavy rain in the area for not providing assistance. During the third call, it was mentioned that someone would come but wouldn't take action unless water backed up, which doesn't happen consistently. Despite knowing about the broken line, it seems they won't act unless there's an "active" leak, a term I researched to understand better. I simply want AWR to confirm if there's a broken pipe and fix it if needed. I've attempted to involve a city liaison, as I suspect misrepresentation and potential insurance fraud by the company. Tony