Warranty *********ing

I register a claim for a geyser that was still under warranty. This geyser was previously replaced by a plumber appointed by ABSA. Due to the delay I paid the plumber ABSA sent to do the repair and I submitted my invoice for payment. ABSA paid me a portion of the amount I paid for the replacement and deduct an excess. This is a warranty claim and they can recover the cost from the manufacture. This claim must be linked to the previous claim where ABSA replaced the geyser and must not influence my claims history but this was refused. To deduct the excess for an in warranty claim is steeling money of the policyholders. ABSA you know my next step and this will cost you R5,722 just to register my complaint