ABSa Insurance Helpdesk not in sync at all

Very dissapointed and concerned about the ABSA insurance. Looks like no one knows how it works as each call centre agent is telling me diffrently. My geyser is not warming up anymore which happen as normal on a sunday late afternoon. So I called the Helpdesk lady said I must rather call monday morning at 6 as all the plumbers are currently busy. So now do I think did she say that because she didn`t wanted to log my call??? She then told me the call out fee is cover by the insurnace if they need to replace a part it will be R250 access and is the geyser went it will be R500 access. So now I call the next morning at 6 to log the call and the new agent Craig telling me the call out access is R500 and parts I need to cover the insurance won`t cover it??? ***udge. Why am I then paying for insurnace? I could have phoned my own plumber... The ABSA insurance helpdesk really need to train and ups**** their staff to know what is covered and what not.