Inconvenience upon Inconvenience

I'm livid and very angry at this type of service from Standard Bank home insurance. Ref: 22-202823 I've been a homeowner with standard bank for nearly 15 years and have been with standard for nearly 20yrs. I reported a burst geyser on 18 Nov. This is my 2nd geyser within a 6 yrs period. First report went extremely well. Not sure what's going wrong in my second claim. Was assured someone will come out to assess geyser and should it need replacement, it can be done in the same day. After 10am I was told they would come. Plumber came out just before 12pm. Inspected the geyser and checked oft other damages. Concluded that geyser requires replacement and it out of warranty. Plumber stated that they need to report this to standard bank as the trap door needs to be cut wider or open to fit new geyser and trunks where geyser rest on also need to replaced. I then asked why they bringing in a bigger geyser as the one that's in there is a Slimline geyser designed for this purpose. Previous Plumber had no issues with last installation. I was basically told they can't get that type of geyser. I was then informed by Plumber a report would be sent to standard bank to appoint another party to do the additional work. Plumber said they might get feedback same day or the Monday. I waited for a week, no feedback from Plumber or standard bank. I called today 25 November only to be told that they still need to assign a builder to come out. No real time frames given as to how long this entire matter would take to resolve. I reiterate the fact that my last geyser claim never required all of this work and to look up the last service provider as I was not happy with this current Plumbers assessment. I was told by agent she can't find the name of the Plumber on file any longer but I can have another service provider appointed but might have the same result. I tried to appeal to her logic as I understand that this might not be her expertise, one again I reiterated the last claim and proces but this was pointless. I then said I'm extremely unhappy with this delay and was basically given a sob off an apology for the inconvenience caused. I then stated I want something to be done about the access fee as this delay is unacceptable. I was basically told regardless of the issue I still am liable for paying the access fee. Not even any consideration to either discount or waiver the fee. If the roles was reversed, I'm sure I'd be pursued from dusk till dawn to pay outstanding fees. Please contact me on *** or ***