SA Homeloans complaint

Good day,I am a client with SA home loans insurance since 2015. I had a problem with my geyser in June 2024. I logged a claim ref CL444835 and immediately a plumber from Blockbusters and Partners was dispatched to my place to investigate. The plumber advised that the geyser is alright but the 400KPA valve was faulty and needs replacement. As usual he would send a report to my insurance. A few days later I received an email from my insurance requesting that I should complete (The Agreement of Loss document) and send it back to them of which I did. The following day an amount of R738.00 was deposited into my bank account. When I inquired from the consultant who was handling the case, he advised that they have settled my claim. I must get a plumber to come and replace the valve and then provide documented proof in respect of such to SA Home Insurance. Should I not provide the proof that the replacement has been done no future claim in response to this property will be considered. They want all products to SABS Approved and installed according to SAN standards which I don't understand

The consultant even **** that I sent the plumber away and I decided not to pay the excess. When the plumber came to my place, I was at work and my daughter was at home, so I am not sure how I chased the plumber away. How then did the plumber give a report regarding the fault if I chased him away. I logged a complaint with SA Home Loans because I felt it was unfair for me to look for a plumber on my own. After logging a complaint, they still referred me to the same consultant who was dealing with the case and still up to now the case hasn't been resolved. I feel the insurance should have done all thecwork and i pay the shortfall as they are fully knowledgeable in these issues. I have no time or capacity to look for a plumber as I am always at work , also the money they paid out is only for the valve and excludes labour so the overall cost will skyrocket beyond my means

I am a very disappointed client. I do not expect such customer service from such a big organisation like SA Home Loans and this is my 2nd claim since 2015. Up to now I am still holding to the R738 they deposited into my account and my efforts to look around for an accredited plumber are futile, I have no idea where to even start. Please help