Santam - Bad service and false hope

We had damages to 2 of our gas geysers. Two different agents at Santam worked on the claims. The one was paid in full within 2 days. The other one not. I enquired. First I was told the person working on the 2nd claim has got a lot of claims to finalised. Then I heard nothing. I enquired again. I was told that person is now off sick. A full weekend later I got word that the claim was finalised but that the person who worked on the first claim made a mistake and the damages is actually wear and tear and that Santam does not pay for that. Mind you when the quotations was submitted nobody said they wont pay.The claim was for R 3800 and we were paid R 1400. We already paid the supplier because we were 2 weeks without warm water. Now that I am complaining about it, Santam just said the person made a mistake, but that they are not going to pay out the rest. They made me pay for something that I thought is a valid claim, took forever and made mistakes, and I am sitting with the financial implications. My broker tried his best, but no success. I am dissapointed!!!