Bad service

On the 22nd February 2025 (Saturday), I logged a claim for my geyser with ABSA and received an email advising me they will respond on Monday. I wanted to logged my complain with them since I tried cancelling my insurance with them in 2022 with no success. But I could not wait until Monday so I logged the claim with my other insurer who came within an hour and replaced the geyser the same day. I had to pay an excess amount of R3,500. I logged another claim with ABSA for a refund of half my excess amount. The agent told me ABSA is liable for the half of the damage to my other insurance which I agree. But when I am asking for refund of my excess amount. On the 11th March 2025, they requested the claim details on the other insurer letterhead which I provided them. I still waiting no one is updating me what's going on.