Pay my claim please! Enough is enough.

My geyser burst over 3 months ago and I had it fixed promptly using a local plumbers because the water was gushing into my house. Standard Bank Insurance said they will honour the claim and sent one of their building contractors to fix the damage made to the ceiling. Their work was shoddy to say the least but my complaint is that I am still waiting for reimbur*****t. I paid the building contractors an excess of R500 which was demanded before the work began. Now Standard Bank Insurance want to deduct the full excess (not minus the R500 I'd already paid). I will not sign the clearance documents because of this. I have written to them about it 5 times and and eventually today received a reply saying that I have to pay two excesses. One for the geyser and one for the ceiling damage. This is ONE claim, not two.