Miway claim

I logged a claim on the 27 December 2018 for the geyser which is leaking. Miway sent the Plumbers out to check the geyser and they got back to me to say the geyser is still under warranty with Kwikkot. Now they cannot fit the geyser into the trapdoor which miway says the ceiling needs to be cut where there is nothing wrong with the ceiling. For them to cut the ceiling I have to pay excess whereas the tiles on the roof can be moved in order for the new geyser to be fitted in. Please note that this is how it was done previously by miway by contractors who were sent out. I don’t see why the problem cannot be sorted out.