FNB no follow thru

I called FNB Home Owners Insurance for a geyser claim, they were quite responsive but would not arrange a contractor to open the roof sheets to replace the existing geyser which turned out to be under warranty. I suggested relocation into my garage which made sense for future failures, quick access and shorter time to fix or replace. FNB refused, I paid full costs of the installation. FNB called 2 days later surprised at the outcome and promised to rectify this and call me the following day, after I shared the paperwork..... they never came back!