I want my geyser fixed

I had geyser burst on Monday 24th June 2019. I approached Outsurance as my housing insurance. They processed my claim. It was like things will be smooth. They then delegated a company to do geyser replacement in my house. Of course they mentioned that if it is still under warranty i will not pay excess.

The technician they sent, indicated that the geyser fitted in my house was made/ manufactured in late 1990s, mind you i occupied my house in 2012, hence i must pay an excess fee to get it fixed. I was mad when i heard that my geyser was made in 1990s. I then called the Outsurance regarding a way forward on my claim

I reported to them what i heard from the technician. The phone call was picked by a consultant who listened to my story, however he insisted on the fact that the geyser is old and the warranty is worn out and i must pay for the excess fee. I told them that it was not my fault that the people who fitted the geyser put an old one and on top of that i have been paying money for seven (7) years to make sure that my account is up to date.

i asked them that how come they as insurer do not inspect houses before insuring them because if they did, they will see the problem, just like when you insure a car, it is sent to P.G Glass for inspection. The consultant told me that it is the bank that provide them with the information. I was told that i can take matter up to bank or the builders but i will not make it, hence i must pay this money so that i will be sorted. I then pleaded to the consultant, at least to be compensated by getting my geyser fixed without paying excess as i was paying them without giving them any problem..however, my plea got into deaf ears. I would understand if he said, he will escalate matter to his seniors, but he insisted that i must pay the excess fee.

Actually, before this geyser burst, i had electrical issue with geyser and i launched a claim in 2016 while my geyser was still functioning, but was told that they do not entertain electrical issues unless there is the burst and that is when they will interfere. I had to stay without a geyser for almost the whole year because i could not make a claim so that it can be fixed.

All i wanted was my geyser fixed because, it is not my fault that i was fitted old geyser. Outsurance did not conducted inspection properly before insuring me. it is their responsibility to make sure that they insure a right things. As a house owner, i am not an expert to see that there is something wrong with the geyser, i occupy the house because i believe that all necessary measures are taken into consideration that everything is in order in my new house.. however it was not the case to me.