Standard Bank Insure: "Plumbing" Contractor Blues

I have had Standard Bank Insure on a bonded building since 2008. The last two experiences with their contractors have been pretty bad. Last week I reported a faulty geyser, where depending on the type of problem, I would partially pay for the service. The reference number was sms'd to me and the plumber arrived an hour earlier than arranged. They assessed the problem: I needed a new thermostat and element. They then asked me to Google search the prices of those parts, give them the cash to buy those parts and then they would install them. Standard Bank Insure would then cover the labour portion. I asked them to go away and ended up doing everything through a regular and reputable plumber. In August 2020 another contractor replaced another existing geyser in my absence. they left the old geyser inside the roof where it was originally installed and placed the new geyser outside the bathroom window on the wall. My attempt to resolve that issue with Standard Bank Insure came to 0. I would prefer a service where I choose a contractor I trust, or find another insurer.