Non-finalisation of claim by ABSA

Submitted a claim for a burst geyser. New geyser installed, but now there are open wires and it is not earthed. An electrician came, assessed and left - no work done. Now, ABSA are saying they will still validate my claim?! All they keep asking is whether the geyser is working. Yes, it is working. The fact that the people who installed the geyser left open wires and it is not earthed does not seem to be a problem for ABSA. I have phoned their customer care line, I have requested a manager call me back. I have sent numerous e-mails. They just take a person's money but when you claim there are issue and there is no finalisation of the job. Then I just keep getting the repeated question of whether the geyser is working, validation of claims and forms to complete! What am I meant to do with this wiring now - as if it is I who did the wiring and installed the new geyser. Nee man. Sis!!