Standardbank Insurance: Buyer beware of the T's and C's

I recently claimed for a burst geyser through my Standard Bank Insurance policy. First issue: The policy is in both mine and my husband’s name, when he attempted to log the call the agent refused to log the claim until I spoke to the agent. When I queried this I was informed that because I pay for the policy that I have to log the claim. I have had insurance for 21 years and this is the first time my husband or I experience this process. What happens if there is an emergency I am incapacitated? Second issue: After 4 weeks the geyser which was fixed by the assigned plumbers, started having issues again. The original plumbers came out again and discovered that the pump was also broken. The plumbers had not picked up on this issue in their original visit. The plumbers issued me with a letter confirming that they had not originally picked up on the broken pump and requested Standardbank Insurance to honour the claim for a new geyser pump as part of the original claim. Standard Bank insurance has since informed me that they will process the geyser pump as part of the original claim but this will require an additional excess amount of R2000! This will bring the total excess that I will be required to pay of R3200! I queried this and was informed by the agent that the geyser pump does form part of the geyser which is insured separately and therefore have to pay a separate excess. I will be changing my insurance provider as this is the worst serve I have ever received and exorbitant excesses...