Geyser claim

I must say that my experience from day one was really bad. My geyser failed on Saturday 18.04.2020. I sent a message from my phone app and within 2 minutes I was called. That's was great. They dispatched a plumber who came out within 45 minutes. He assessed and confirmed failure and submitted report to Miway. I was called a little later and was told to submit claim via app or call in om Monday(20.04.2020). I then submitted via app. Waited till Monday. I called in to ask if claim received. The consultant then said they have to send another plumber to assess which I found to be odd and advised that this is just a delay. Anyway they sent another plumber and confirmed the say thing. I then spoke to a lady who says the turn around time to process this claim is 5 working days. This was very upsetting to me as it was just a geyser and now I must be inconvenienced for so long. Not only that, i was told my excess was R2200.00 which also was a shock as some years back they replaced a geyser and my excess was about R1200.00. All they could say is that your scheduled was sent to you yearly and there is also increases every year but could not answer why so high as other insurance companies are much less. Eventually geyser was replaced 21.04.2020 which I appreciate and requested someone senior to contact me regarding this excess. I did receive a call a day later(arrogant senior consultant as well) and they were to discuss with management on reducing this. I was promised to be called later today(22.04.2020). Guess what no one has called. I cannot believe how they can charge such a high excess for something small..ridiculous. Also as I'm writing this got a call from a Busi(really bad tone when talking to me.) I would also like them to look into their recordings of their consultants. Disgusting service ***