Worst service EVER!

Worst experience ever! My geyser element & thermostat broke on a Sunday night (27th April). Santam SOS sent out contractors. They did not fix it that night as they did not have the parts. The next day (Monday) the plumbers told me to pay for the parts upfront as they did not have the finance to pay for the parts (R750). The following day (Tuesday) I noticed a huge water mark on my ceiling. I contacted Santam and told them about the resultant damage. The plumbers denied that they messed water & said that my geyser was dripping. (The water damage was at the opposite end to where the element is). After about 2 weeks, Santam told me that they will fix the ceiling, but I need to pay R1000 excess as the plumbers deny causing damage. I told them that no one at Santam has even asked for a photo of the damage and that they take the word of the plumber over their client. Santam eventually sent an assessor on 16th May. They said that the plumbers denied working on my geyser??? Yesterday (5th June), I got a call from someone to say that they will fix my ceiling today at 10.30 & that my excess is R1 000. I told her that I will not pay the excess as it is resultant damage. She then spoke to Santam & has confirmed that I do not need to pay the excess. I took a day's leave to be at home today - & guess what? Because they were waiting for Santam, they went to another job. So my ceiling is still not fixed and I have to take another day's leave on Monday...

I have not had any communication from Santam advising the outcome of the assessor's report or that they have allocated a contractor to do the repairs. I don't even know what company has been assigned to do the repairs!