Useless advise and waste of money

On the 10/08/2024 I called the 24 hours assist line for a leaking geyser, SP came out and was advised that I need to buy a geyser mixing valve. I did not have money then and I asked them to close the water in the interim and they advised that there is no need to so as the water that is dripping is not much and won’t have an impact on my water bill or cause damage to my house.

Last week I bought the valve and on the 05/10/2024 I called the assist line again as (I was advised by the SP and claims consultant from Outsurance), a different SP was dispatched and when they got to my house, they advised that the geyser has actually burst and I need to submit a news claim and there’s an excess of R4000.00 payable.

I have been trying to call Outsurance to find out which one of their SP is accurate and I should go with and I’m not getting through. I’m already out of pocket with the R1400.00 I used to buy the valve which I’m now told is useless and wont’ be needed. What should I do with this valve now because the hardware I bought it from does not do refunds?

Why would 2 professionals come to such different conclusions, and which one is correct? What must I do with the valved already purchased as now I must pay an excess?