Burst Geyser Claim - Unable to prove Warranty

Good day,

I made an insurance claim on my Geyser that burst a week ago. Nedbank Home Insurance called out plumbers that assessed, however they advised that they could not find any tag on the geyser to prove warranty. This is a solar geyser which is located on the top on my roof with panels that are attached to it. The tag which they found was only on the solar panels and not on the actual geyser. When I asked if they could not use that tag to prove the validity of my warranty which should be less that 5 years - they advised it was not possible as it had to be that of the geyser itself. ( The year on the solar panels is 2019 - which is when I occupied my property which also should be that which had to be for they geyser as well.)

My issue here is that, I purchased my property with the assistance of Nedbank. The property was newly built, in a development where occupancy took place in 2019 for all residents. Nedbank is fully aware of this. My geyser has burst in less than 5 years that I have occupied this property and there is no way the geyser is older than 5 years. I feel it is very much disappointed that Nedbank cannot get the Supplier to visit my property to assess the geyser themselves if this tag is no where to be found.

Please can this be escalated. Had I knew my geyser tag would wear off or disappear I would have made it a point to keep it on record but how would I have known this information.

I am highly disappointed and I wish to not continue with this Insurance policy.