Santam Insurance exorbitant excess

I am totally disappointed with Santam regarding my household insurance. Over 15 years and now and all of a sudden a burst geyser. Paid R500 excess a few years ago. Now they demand R2500 excess. We are pensioners and can't afford this amount. I pleaded but they won't allow monthly payment. They are not willing to help. The poor will suffer. Please check before you take Santam