I submitted a claim for my geyser on 13/04/2024

I submitted a claim for my geyser on 13/04/2024. Monday the plumbers came out to assess and established that the geyser needs to be replaced. The guy from Tecron came the Thursday and decided that the geyser don't need to be replaced he will only change the ball valve. After he left it was less than 2 hours the water literally poured out by the overflow pipe and I could hear the water on the ceiling. Which resulted in damage. Up until today no damages had been repaired. I followed up today and they informed me I need to pay an excess before the service provider can come do repairs. If the geyser was replaced in the first place by Leo, the guy from Tecron, the damage would not have been there. And the poor service I received with this claim and the dragging without any follow-ups is pathetic to say the least.