Complain outsurance

We have a house policy with them since 2013 in June 2022 they replace the geyser. And yesterday the geyser start to leak we called their call centre the consultant told my husband we have to pay R8000.00 excess fee. When my husband told him that the geyser is still undrr warrenty since the warrenty is for 5 years he said someone will call back today so they called back today and told my husband that the warranty of the former geyser that was replaced in 2022 was carried forward onto this one and there is no warranty anymore when my husband told him that this is not legal since there is no mentioning of warrenties being carried forward in our contract the consultant say that he have to go into a meeting and will call back what he havent done yet. Why must we pay for a geyser that is still under warranty and an exvess fee of R8000.00 if an geyser installion without insurance cost R10 000? And a new geyser only R4500.00. This is daylight *******. We are clients since 2013!