EXCESS PAYABLE TWICE IS A DISGRACE!!!!!

I am very upset with the service I am currently receiving from ABSA Insurance. Yesterday my geyser burst and due to this my ceilings were damaged as well. I paid my R500 excess that was suppose to be paid. My geyser is fixed but now I need to pay another R500 for excess again to fix my ceilings which the burst geyser damaged. This is totally unfair and poor service. I need to get clarity on this as to how ABSA figures out that I must pay R1000 excess for a burst geyser and damaged ceilings due to the burst geyser. If this issue is not rectified I am going to close all my accounts!!!