claims process

Last week - had a leaky pipe - duly informed absa - specified that it's a pipe and NOT the geyser - they sent out a geyser specialist - I had to phone them again - then they sent out the correct people - paid over my access - R500 - this morning - there is still a leak - now ABSA want me to pay additinal access of R500 - because'its not the same thing' - the only people in the ceiling were the plumbers, so why then should I keep paying access? Moreri at ABSA says that's their policy - he cannnot put my calls through to a manager - as there are no managers in - but he cannot make the call to put it as 1 claim. During all this - I keep having to leave work to come home and check on all these things - I keep having to phone them - not once, since this claim started have ABSA phoned me, despite them telling me that they will call me back. To me - it is only commin sense that this is all 1 claim. But as it stands. I currently have no hot water, my ceiling boards and light fixture is damaged - and I still have had no call back from ABSA. How atrocious indeed!