Santam turning its back on customers

I am a Santam policy holder for many years and always told people what a good insurer they are. Now that I have a claim regarding a geyser, there is a huge problem. Always they were there when you need them and you pay your excess and the job gets done. Yesterday I phoned with my claim. They explained to me about parts that I must pay for etc..... I did not really listen as I know i need to pay excess and they sort the problem out. Well not anymore. I was informed that they pay a call out and one hour labor. And that is it. The rest is for my account. Why do I pay insurance then? I was informed now that an element is a R1000 and the thermostat R600. Then it depend on the time they spend - for the labor after the first hour. I just saw that an element at builders is under R300. Thermostat about R200.

So the insurance that myself and thousands trusted are now allowing that their customers are taken for a ride..... What happened to service? What is the purpose of insurance? An element and thermostat change will cost me R2000. Why am I paying insurance. Santam are now really ready to loose a lot of clients. I will love to get an answer on this - so that I can decide what my next step will be.