FNB STI a ****

FNB Short-Term Insurance is a ****, I claimed for cold water on my geyser, I was told that the service provider will come to assist for and the insurance will cover the 1 hour call out and I will be liable to pay for parts if needed or pay the R3000 access if total replacement was required, ( I was ok with this is it was th usual practice), then the plumber came and told me that the element was damaged and I had to lay the R3000 access...I couldn't believe this and immediately called fnb STI, I was told the same thing of the RR3000 access, the first consultant told me she will chat with manager and get back to me, but never did, so I called back 2 hours later and spoke with Nthabiseng that told me the same story before she hang up on me when I wanted to talk to the manager, now I need to wait until the Christmas long weekend to chat with the claims department as they aren't not working and I have talking to the emergency unit all this time, my frustration with the fnb sti is the fact that I had similar issues prior and the elements were always replaced without any access whatsoever or even paying the part/s, now all of a sudden I am expected to pay a R3000 access for replacement of +-400 element.....what level of incompetence is this ? I mean how did we even get here, I would understand if there was a change to my policy, there was no communication whatsoever, the last communication was when loadshedding started and I got communication regarding the cover limit of power surge, but with geyser, I am still shocked.