Unacceptable reason for declining claim

On 18/09/2022, a Sunday morning we discovered that our geyser fitted outside the house was leaking very badly. Water was pouring down the casing. This was discovered at 08:00 in the morning. I called out a plumber company that responded immediately. They replaced the geyser with exactly the same make and model. On contacting our insurance company, Santam Insurance on behalf of ABSA Bank , the claim was declined with the following comment ..”

Good day Mr du Toit, ***6*002*012 Mrs Du Toit C – Geyser claim – wait for insurer final decision and Letter The correct process was not follow – The Geyser was under warranty – and need to be replace with the same company Kwikot.

According to their records, the faulty geyser was still under warranty

My reasoning is as follow: 1. I had to search who installed the previous geyser. 2. Wait for an extended period of time for them to negotiate with the company Kwikot 3. I feel that the previous plumbers, JJ Plumbers work for the insurance and the insurance must follow this up.

To date I have not received any writing from the insurance, only a telephonic conversation of informing me that the claim will not be paid.

I find the reasons for the decline not acceptable