Hollard ( Brolink) is frustrating

I’m really struggling with this transition between standard bank and brolink who are Hollard brokers . They sent me from pillar to post when I initially called to lodged a car accident claim and Brolink advised that they didn’t have my Policy documents with them , which caused a further delay. I then sent photos on 28th January and I haven’t received feedback till today .Ive been loyal to Hollard over 5 years and unfortunately I’m being pushed to canceling & looking for another insurance company.