Hello ,I have problem with my insurance which outsurance they what me to pay access whereas my geyser still have warranty, they say the warranty is void since the pressure valve instilled is wrong ,but on the report that I signed with maintenance guys was

I had problem with the geyser ,I called Outsurance to help me on that ,but I was told to pay an access fee that I don't understand .I was told that the warranty is voided due to the fact that the geyser was installed with 600 KPA not 400PKPA ,which is a big lie since the maintenance guy from J.D reliable Plumber & maintenance(Pty) sent by Outsurance said never about the Pressure valve on his reported that we both signed. When asked why did they sent someone to view the geyser then lie about the out come ,I am told that how it works which I don't understand at all ,please help me to understand why we treated differently because the guys where so rude to me and they never gave me call ,I had to call them first to do a follow up .