Santam Insurance

So some wear and tear items on the geyser broke and the geyser overflow.......we contacted Santam on the 17th of June, now keepnin mind this is the only geyser that supply the whole house with warm water, after 3 days nothing, the contactor keep saying they wil contact us, on the 4th day we asked if we can do the repairs ourself, that said yes they will refund us, after a week and a half the contractors came out to replace the geyserand. A WEEK AND A HALF LATER. SO NOW SANTAM SAID THEY NOT GOING TO REFUND ME CAUSE IT WAS WEAR AND TEAR ITEMS, BUT IF THE CONTRACTOR DID NOT TAKE ALMOST 2 WEEKS, THEN I DID NOT HAVE TO DO IT MYSELF, THEY REPLACED THE GEYSER BECAUSE IT WAS OUTDATED!!. I think they must deduct it from the contractor and pay me my money back