Horrific service from Absa Short Term Insurance

We have had home building insurance with Absa for the last 20 + years. We logged a claim for a burst geyser on Friday 16 July 2021. 3 Weeks later and we are still waiting. Absa sent out "Domestic plumbers", to do the assessment on the same day. They advised that they would need to install the geyser on the roof as this is part of the new legislation. We asked them which legislation they are referring to and they couldn't answer us. We then asked if there is an alternate solution, because we live in a high risk area for crime and we are worried someone will tamper or try and steel the geyser. As pensioners, it is already costly to pay R800 excess to claim from Absa as it is. The plumbers then proposed to connect an additional "pipe" from where the geyser currently is, and direct the outflow pipe to an outside area. The plumbers asked what type of geyser we want, we responded by saying the exact same geyser that we currently have would suffice. We are no experts and of course and don't know any better. We however, rely on the experts to inform us of solutions and advise us accordingly. We have called Absa approximately 6 times, we have called the plumbers numerous times to find out what the delay was. After several calls to the Bank, we were told that everything is on hold because we don't want to "stick to the regulations". At no point did anyone call to tell us that they can't proceed with what the so called "experts" proposed or that the claim is on hold/rejected. We of course then told Absa to please have the plumbers go ahead with whatever and wherever they want to place the geyser, because it is the middle of winter and we are elderly and sick people. Another week passed, we called again and eventually Absa confirmed that the quote was sent in by Domestic Plumbers and approved by them. One can understand shortage in personnel, the impact the looting and unrest had on SA's workforce, but what frustrates me the most is the blatant attitude of complete and utter indifference by Absa's consultants. The attitude of "You were unhappy with where we wanted to place the geyser the first time, so now you have to wait". When we called the plumbers, we were met with empty promises of coming and never showing up. Promised to call back within 5 minutes never happened. We eventually called on someone to assist us, she called the plumbers who advised that the delay is caused by the fact that the geyser had to be custom made, as this is not the standard household geyser. When the plumbing company explained this, they were reading it off Absa's system. 1. At no point did Domestic Plumbers explain this to us. We had no idea they were going to custom made this geyser. He asked me what I wanted, I said whatever is in there was fine. If someone had told us this, or that it was going to take longer I would have opted for whatever they had in their van and have it installed immediately. 2. At no point did Absa tell us anything about the fact that the geyser was being custom made. Or the actual reason for the delay! Standards like Treating customers fairly and being transparent (FAIS regulation) is not something I experienced with Absa. As for these plumbers, I suppose it's not really surprising service delivery in SA today, but they need serious training in customer service, and Absa needs to do proper and ongoing due diligence when sourcing venders. A policy of more than 20 years and only approximately 3 claims for burst geysers is of no regard them, and in turn I will now cancel my policy and move to company who cares for their clients.