Bad service honestly

I am very disgusted to say the least with the treatment my parents have been receiving from SA Home loans with regards to a geyser claim they have submitted. My parents are old, and both are on government pension, they submitted a claim for a geyser that is burst. They have been told they need to replace the pipes with copper pipes this will be at their own cost, then there will be an excess of R R750 as well before the plumbers can do anything. For 2 people on pension they cannot afford an excess nor to replace those pipes, but SA Home loans are so cruel they are not even meeting them halfway on this. There should be a way that insurance companies can accommodate the elderly instead they are being ********** by certain companies. CL*** Cell ***