Old Mutual indoor insurance is shocking to say the least

My present geyser burst. The geyser was under warranty. The company that held the warranty replaced the geyser, however they couldn’t install, as the trap door was too small. I recommended to the insurance, why not install the geyser outside to avoid this problem happening again, as it has happened before. All they say it’s not in our policy to move the geyser. I’m trying to save them money, yet they still won’t consider.