geyser Warranty

Our geyser burst on the 13th Feb and the plumber was sent out by 7 that evening. The next day we received a call from the plumber to say we had to pay an excess of R2500 before the geyser would be replaced. this geyser had been replaced in 2021 and as we thought the geyser was still under warranty we did not agree that we should pay the excess. we then contacted Santam to verify that our geyser was replaced in 2021 but they said they could not find this claim on their portal. We then open the Santam app and we can see all our previous claims. the geyser was replaced in 2021 but previous to this it was also replace in 2019. Santams explanation to this is that a geyser has a 5 year warranty and this warranty started from 2019, and when they replaced the geyser in 2021 the warranty still runs from the 2019 claim and does not get a new warranty with the new geyser. when the geyser was replaced in 2021 it was replaced with a geyser that was manufactured in 2019. why do we pay so much money every month for such poor service...