Shoddy service, Absa home insurance claim

I am at my wits end! Geyser started leaking Saturday. Called in, plumber arrived. Said it was under warranty, supplier must come. They arrived Sunday, we were told we need an engineers certificate for the rood as it is a 300L Geyser I must contact Absa. Contacted Absa was told they never replaced the Geyser, contacted Outsurance they couldn't find a claim. Eventually contacted the plumber who originally fitted it, and he confirmed Absa had handled the original claim. Called again was told I have to have the certificate and as they don't have one on record I must find an engineer. I have spent the best part of today trying to do just that. Why on earth do we pay a ridiculous amount for insurance when the service is so shoddy? I've called several roof places and they've all told me this is ridiculous, they've never heard of if this! Is there ANY BODY at Absa who can please help me resolve this. I must just mention, while we wait, I still have water streaming off my roof but hey, who cares right?!