Inconsistency

21/04 logged claim (894882) with Discovery Insure for geyser (no hot water). 22/04 DI sent Plumbcrew out, found the thermostat was not working. Was repaired the same day. We did not pay for any parts or excess. Plumbcrew told me that if I didnt have hot water in 45min I should call them back as they may need to replace the element. 45 min later I did have hot water so didnt call back. Had no further problems with geyser until 16/05. That morning found the geyser had tripped our power,no hot water. We called DI and logged a claim. DI sent this sms - CKA Enterprise has been authorised to assist.The service provider will assist you shortly Ref No: S3Y9Y501. CKA Enterprises came that evening and said the element must be replaced and we must pay R980.00 cash upfront (I have receipt) and claim from DI. Replaced the element, the geyser worked fine. When we call DI they say that we cannot claim back for the element as Discovery only pay for the labour/callout and we pay for parts that must be replaced. We didnt have to pay to replace thermostat on 22/04 but was charged R980.00 for element on 16/05? DI call centre can't explain the inconsistency. My policy schedule doesn't mention this