Insurance claim problem

I bought a house last year and took housing insurance with Nedbank to cover damages including geyser leakage and bust,so my geyser started leaking April and I reported to Nedbank on May I spoke to a white lady who explained how it works,she told me that she will send inspectors on the 8th of May 2019 to come and inspect the geyser and I must pay access of R500.00 and I agreed .The inspectors came 24th of June and now the situation is worse because when I switch the tap on the water spills even to my neighbors house and I cant use water even for drinking ,Please help a brother out.