Non Compliant Installer

I logged fault with standard bank on the 8th Feb.They send out the plumber who said they cannot repair the geyser because it is under warrantly.Adhoc Plumber promised to contact Duratherm.I had to call adhoc to find out what is the delay.They told me the manufacturer will call me.I waited for them until i call them on Monday 12 feb.I spoke to Penny at Duratherm who told me the installer is non compliant therefore i should contact standard bank.While i m making follow ups water is leaking from the geyser from thursday.This whole thing will affect my bill for water.My reference for Duratherm 16716.I am so frustrated .All I want is the geyser to be fixed.Who has to fix up this problem.Why is the insurance is working with non compliant installers .Can someone help me please.