Poor service by Santam

I had a water leak by the pipe connected to my geyser, after my geyser was just replaced by Santam, I called Santam and they recognised that it was their fault by sending back the previous contractor to fix the leaking pipe. The leak however caused damages to my ceiling and wooden flooring, now Santam wants me to pay excess for the repairs to my ceiling for something that they were at fault for. The consultant I am dealing with (Nicolette Wessels) keeping ignoring my emails and calls and just sent me an email saying that I must pay and sent me a screenshot of the water and snow section of my policy.