ABSA Insurance is ripping their client off!

My daughter called ABSA Insurance on Saturday 20 July to report our burst geyser as we were out of the country. She was advised that ABSA didn't have anyone available and we could find our own plumber. She tried but no one came over. I called on Sunday 21 July morning and still ABSA Insurance did not have anyone who could come out, the agent advised me to find someone and claim it back. I found someone who could replace the geyser for me and they completed the job close to 4pm on Sunday 21 July. I called ABSA on Monday 22 July and reported that the geyser was fixed and sent them the invoice. ABSA came back to me and then informed me they only pay their rates BUT at no time during my conversation with the agent was I made aware of these "so-called" rates. I had to use my personal cash to pay for a plumber as ABSA could not get me one on the Sunday and then ABSA comes back with these stories. This is not acceptable, I need my money back minus the R500 excess that was mentioned to me. Thank You, Mr P Pillay Mobile +***7