Won't consider waiving the excess, even after an 8-month claim process (for a leaking geyser)!

I had an issue with a leaking geyser in May 2018. I reported the claim, and a plumber was sent to inspect shortly thereafter and a repair performed. The plumber sent a report to me, and I got an sms from the insurance noting that an assessor would contact me to assess the damage to the ceiling.

The assessor never contacted me to arrange an appointment, and because of how minor the damage was, I forgot about the claim.

In October, my wife reminded me about it and I contact the insurance again. This time, they dispatched an assessor. I receive absolutely no feedback from the company.

Today, approximately 8 months since lodging the claim, I called the insurer again. I was met by a very friendly agent, Sihle, who noted that they had received the assessment and that I would be paid out for the damage so that I could have it repaired. I noted that this was the first time that anyone had informed that the claim had been approved, and that something would be done about it.

I had to ask that the payment be made to me. I was also informed that the standard excess (R850) would be deducted from the approved claim amount. I asked the agent to enquire about waiving the excess due to the extended time it had taken to finalise such a simple claim, but he notified me that, based on prior experience, it would most likely not be waived.

I am really disappointed that the process has taken this long and that the company is not willing to waive the excess. I find it unacceptable that a claim can take 8 months to finalise.