ABSA Home insurance - Worst Service Ever!!!!!

We had a geyser issue in April 2023, and logged a claim (claim number ***)with ABSA Insurance, to have a new geyser fitted, which was done, post the fitment of the new geyser we experienced some funny noises coming from the geyser itself and logged a complaint in June 2023 with ABSA insurance, to have the initial contractor come and repair whatever the noise issue was. After logging in the complaint with ABSA home insurance, the contractor came and fixed the issue without informing us what the actual problem was and simply left leaving us in the dark regarding what had been the problem, which had caused the geyser to be problematic. Fast forward to early 2024, another issue arose and a second claim was logged in with ABSA but it was not for the geyser, it was something associated to piping that needed replacing. The claim was approved and a different contractor came to deal with the issue, in their repairs of the pipes, the new assigned contractor, realised that the geyser that was fitted in 2023, was not done in accordance to certified plumbing compliance standards, and was therefore a serious risk given that the geyser was inside the house, as opposed to have been fitted outside the house. I requested the contractor to draft a concise report of what they had discovered and had told us and submit their report to ABSA regarding the incorrectly fitted geyser. The contractor did as I had requested, and what followed was just a cumbersome process of not resolving the matter, instead I was made to wait on the phone for a long time then the phone would be hung up. I have been calling ABSA insurance for the past three to four weeks to follow up on when a contractor would be dispatched out to come and fit the geyser correctly as per the required standards, and to date we have been sent from pillar to post as though we are the ones at fault, or were the ones who fitted the geyser incorrectly. When we call the ***, we are made to repeat the story again, and wait for a very long time, even though I had previously explained the complaint to a few consultants on previous occasions(consultants whom I can name individually but won't on this public platform) at every instance the consultants indicated that they would have to be on a conference call with the two contractors, the one that fitted the geyser, as well as the contractor that wrote the report stating that the geyser was incorrectly fitted, at every instance we are then told by the consultants that we will be called and notified of the way forward or the matter will be escalated to management. We are still waiting for that call back, 4 weeks since calling to lay the complaint with ABSA insurance. It is highly unfortunate that when we are expected to pay the excess for the repairs to be done, that excess has been paid without any issues, however, when we are expecting for mistakes to be rectified, mistakes that could pose an occupational hazard to us whilst staying in the house, mistakes that were not inflicted by us as clients it then takes months to have the matter dealt with. We are therefore, demanding that ABSA calls us with immediate effect, in that call we receive, we want to get assurance that the geyser issue will be dealt with immediate, by being fitted outside the house as should have been the case initially, we also refusing to pay anymore excess payments, we already have, if the contractors that were sent to the repairs did not do a proper job, they should incur those costs, alternatively ABSA insurance should incur that loss and allow for the correct work to be done in ensuring our safety in our home. We also do not want the initial contractor to be the one that comes and does the work, the trust relationship with them has unfortunately broken down, we are more than happy to have an alternative contractor come out and do the work.