Standard bank home insurance

Two days ago I made claim to standard bank home insurance with regards to my geyser being an issue as it was leaking. Anyway, they sent out contractor to sort out the issue and upon imvestigation from the contractor it was advised that previous contractor that insurance sent out messed up the job. My question is, why must I be responsible to keep on paying the access fee if issue wasn't on my side and could have been fixed on the callout sometime back? Furthermore, to get in touch is with insurance is such nightmare, they pass you from pillar to post and you paying for the call. Pathetic service