Geyser claim rejected by Standard Bank

Called Standard Bank on the 18th Mar 2025 regarding my geyser that had bust,3pm Plumber arriver 6pm, stopped the water that flowing and threating to flood my back yard(Solar Geyser is on the roof).next day waited for the Bank feedback on my geyser claim :- no communication for days a week after i called i was sent from pilar to post-2 weeks later I call them I am told my claim is rejected because its non-compliant I must accept -Agreement of Loss of +_R3.000-what must i do with that amount, I have been with Standard Bank for more than 8 years- their response and treatment is not acceptable, how would have known that the Geyser is non-compliant? Who"s fault is it? that the Geyser is non complaint when they approved the property from the developer did they not, they ask for compliance certificate.