Standard Bank Insurance wants to charge me for damages that were caused by the plumbers they assigne

I had a problem with my geyser and I called them to file a claim on 5 September 2018. They assigned plumber (Big Joe) who came and changed the geyser but then for it to work I had to keep calling them and the plumbers so they can come finish the job until eventually the plumbers sent someone else to make it work. The problem is the guys who fitted the geyser cracked my brick wall when they fitted the geyser tray pipe, apparently the pipe was thicker than the old one. I have been pleading for SBI to fix this and they told me the plumbers will fix it since they are the ones who caused the issue. The plumbers came on the 11 of September to fix the crack but then they said they will need to come early the following day to fix it and since then no call no nothing! I called SBI insurance and they said they will send builders for that but then they want to charge ME for their plumbers blunder - there's no way I'll pay for issues that were caused by the people they sent that's ludicrous.. I mean really?!!