Bad bad service!

I phoned the insurance on 9 Sept to claim for our geiser that burst.We also had to replace the bathroom ceiling.They were very quick with the geiser.We were told that a different company than the one that was used for the geiser will put the ceiling in.I then send an email to to request that the same people do the ceiling,and that I would like a PVC ceiling as the one we have in draws a lot of milldew.So no one responded to the email,and today-18 Sept they send the guy who installed a ceiling exactly like the previous one.We pay nearly R1000 for this insurance and have not claimed a lot of times since we had in(from 2006/7)My question is if I pay for something,why dont my wishes get respected,and they do as I asked.This is really not acceptable.I would like them to come take out the ******* they put in and give me a PVC ceiling. I want quality that I pay for. My contact nr is ***.Please speak to me not my husband. Policy nr ***