worst service EVEEER

Yesterday i reported a burst geyser and after confirming with FFW that i was indeed covered with R1500.00 excess, 2 gentlemen from RMS arrived, inspected the geyser and confirmed it would need to be replaced. When they left, I called in to confirm and was advised that i would be contacted today to process my claim. At midday i called them as i had not received a call - and am told I am NOT covered for geyser!!! This after i specifically told the consultant when i joined FFW that i needed full cover on everything in and around my house - building and contents. 2 hours later i get another call to be told i am covered with no excess???!! Now no-one can tell me if i am covered or not. I have asked for a Manager to call me - that appears to be impossible. I wish to now cancel this claim and i will make my own plans as it is now night 2 with no water. You are useless - you make promises you have no intention of keeping but every year you increase the premiums. So get a manager to call me to sort this out before i go to the ombudsman. thanks