When only the excess fee matters not the repairs

Sanet at Regent Insurance household claims question when faced with claims for a burst geyser and subsequent damages to floor and ceilings is \Why didn't you mop"followed by a sigh. The Geyser burst on Wednesday 01 April 2015 and its the only thing which has been replaced. A week later we still don't know when the rest of the repairs will be done. Two assessors have been out and the claim form had been returned this morning. An excess fee of R1 000.00 had been paid. Sanet has indicated that 5% of fees are charged. R1 000.00 is 5% of R20 000.00. Called her again to ask whether the form was received and she reminded me that the excess fee will be more. I still don't know when the repairs will be done as she says she is still deciding who to use. But I am assured it will definitely cost in excess of R20 000 even though no one knows what repairs will be done or when.... a week after it burst. I understand the delay with public holidays. But there is no urgency to this matter. The stench of damp ceilings and carpets hang thick but its of no importance. Only that the excess fee will be more than the R1 000"