incorrect information given when claiming

We claimed for our geyser that leaked and messed up the kitchen cupboard as well as the bedroom cupboard. We were given an excess fee of R750 and the geyser was put on bricks. When calling about our cupboards to be replaced, we told now we must pay another excess fee of R500. This is a disgrace as we have been paying our installments all on time never missed, but when you claim, all the want is more money and also miscommunication. To top this off, when our lounge was leaking, we were told they can't fix it but it was raining in. The guy that came to check out was bigger than my husband and claimed he slid through there and there was no tile broken, yet my husband could barely fit and we had to fix it ourselves, with still the top ceiling torn. We didn't even sign anything of proof the guy was here but when called in about this, they say the photos show the tile not broken, how the heck did it rain in, the room floor was messed and had to pull out carpet and still can't afford to replace it. We pay everything on time but yet you get the ****pie St and worse service from standard bank when wanting to claim if something seriously damaged. What a disgrace,no loyalty to clients.