Poor contracter Santam use

On Saturday my geyser was leaking I phone Santam whom I am insured with. They send some other backyard plumber who said that its not burst geyser but thermostat gasket and element suddenly all packed out at once never saw the old parts or new parts in packet. Then they want to let them pay them R2346 no invoice nothing on letterhead only piece of paper with bank details with all *******ion and ***** today receipt from a book with no company details or stamp anyone can buy this book. I am of no interest to talk to this back yard company Santam use as I expext my receipt today Chanel at claims promised she will get it on the 20th Sept and still nothing she dont respond on my emails or telephone calls