I have been paying f...

I have been paying for the insurance since 2020 for car and the house On August I have experience geyser problem,I contacted them about it but I never got assisted or get any feed back concerning the geyser They sent technicians,after they were done checking it i was informed that I need to pay a minimum of R800 for it to be fixed I called the insurance so verify but they informed me that the geyser won't be covered since the issue is less that R2 300 which i was never aware of I called again,the agent that I called gave me a different story which left me confused asking myself that what exactly am I paying for because I never miss a payment I need help with them