Poor Service

On 12/08/2018 I have called outsurance and report my leaking geyser,then I spoke to the guy by the name of Bongani Kubeka,he explained to me that they want an amount of R2500 as an access fee,then I told him that I don't have that amount of money,then he told me that if I dont have that money he will pay that R2500 from my policy,then didnt have a problem,then he sms me the claim number that covers the fixing of a geyser and fixing of the ceiling because that leaking geyser also demaged the ceiling.on the 19/08/2018 they send the plumbers from AD-HOC plumbing Brits to check the problem.The person who send the plumbers Elmarie from AD-HOC plumbing Brits,then the plumbers inspected and called Elmarie and gave her the feedback,them the plumbers didn't fix the problem because the wanted the access fee of R2500,then I told them them that l don't have that money and Bongani Kubeka told me that it will paid out from my policy,then they fix the problem.After 2 days I called Bongani to ask if he had receive the feedback ,then told me that Elmarie didn't send it and he still waiting for it soo that he can pay that access fee of R2500,then I called Elmarie to do the follow ups,then she told me that send the email to *** my problem is that I don't know who is telling the truth or who is lying to me ,because the plumbers closed the tap that is transferring water to the gersey and now I can use hot water from the geyser.now my question is am l paying Outsurance for fun and are they gonna help me when I have big problem that is needed be fixed,because they are struggling to help me with the small problem and I'm paying every month.please help because I have called them many times but still there no respond,they keep on lying to me.