bad service

My dealings with a very unprofessional consultant at standard bank home loan insurance (Mthethwa Buhle) ...a pipe burst in my kitchen wall and this is a pipe that burst after standard bank insurance replaced my geyser some time ago...I send her an email telling her that I dont have access to pay and can i get my own plumber to fix the pipe and she agreed and send me email that the claim should be R3000 less access. The burst pipe was fixed by the plumber and he charge as per his invoice is R1780 then afterward Buhle send me a mail that the invoice amount should be again less than the excess ..This person clearly needs more training her documents she even send me is so unprofessional and dont have a way to send emails to clients,,,can i please have the R1780 of the supplier its all Im asking