Disgusted and ****ed Off

I called Absa today to put a claim in for my geyser which is leaking and my ceiling has a crack in it around 30cm long and 5cm wide. I was told that my excess payable for the geyser is R800 plus resulting damage excess a further R800. I disputed this with Absa telling them my excess was only meant to be R500, the consultant told me that it was increased in September 2019 and amended again on the 13th April 2020 and an email was sent to me informing me of the increase. I had told the agent that both email addresses they sent to havent been in use for 2 years and there was no way of me receiving these mails. My situation is now urgent where my ceiling is about to collapse with my geyser. I don't understand the following:

1. I had a previous claim for the geyser which Absa covered, this is now the second time claiming on a geyser that was worked on by an Absa contractor and we are now being penalised for poor work done by their contractor.

2. Although emails were sent no other means of communication was made in order to discuss increase in excess, we should of received written correspondence via mail, my husbands email address as well as our cell numbers are all on the system.

I am now being forced to pay almost R2 000 for a service I had only agreed to pay R500 excess for.

If my ceiling should collapses and if any of us in my home gets injured in the process will Absa pay for the hospital bills? I am utterly disgusted by the way my insurance company, Absa Homeowners Insurance looks after me.