Shocking treatment of an 86 year old client loyal to the Santam brand

My 86 year old mother's verandah was damaged on 19 June 2017 in Goerge, we logged a claim with the Absa Insurance Brokers who referred us to Brolink. Upon logging the claim I clearly stated that my mother is 86 years old she is not in a position to be sourcing service providers for quotes, I specifically requested that Santam the underwriters appoint their service provider to effect the repairs and all contact be done through me, I am the daughter in Johannesburg. The Service Provider appointed to assess the damage breezed in and out of my Mother property in five minutes showing very little interest. I then received a mail on 18 July a month after the claim was logged, from the Loss Adjustor, with the Santam approved Service Provider's quote attached stating we need to accept a cash settlement. The quote did not specify details of the work to be done merely stated an amount. I found it very strange that the Service Provider stated on the quote that the client must accept a cash settlement. I immediately contacted Brolink indicating that this was unacceptable. I once again explained my mother is 86 and very vulnerable, I would NOT allow my mother to be trying to find service providers and have strangers wander in and out of her property, as the security risk to her person is far too great. Having said that I managed to source a service provider who provided quotes for repairing the damage - I forwarded the quotes to Brolink. I was advised that the service provider I sourced was not on the Santam panel therefore a cash settlement would need to be done, I explained that my 86 year old mother did not have a cheque book or internet bank facilities and there was no way I would allow her to draw the money cash to pay the service provider. Anneri advised that she would motivate with Santam that in view of the fact that my mother has never claimed on her policy since 1994 she would try to get authorisation from Santam to repair the whole structure. Anneri advised that a Santam approved service provider would go out and do another quote. No one comes back - no one communicates for weeks until I question what is happening. My mother is stressing because this damage is a huge issue in her life and the wind is blowing gale force again and she worried there will be more damage. Yesterday morning I was phoned by the Loss adjustor saying the Service provider would revert with a repair quote in a couple of hours. Yesterday afternoon out of the blue I get a mail from the Loss Adjustor saying my mother must accept a cash settlement for repair to be done by my contractor. Upon questioning this with Brolink, Anneri advised that the Santam appointed service provider's quote was far too high, therefore Brolink will not allow them to do the repair because the quoted amount was far too high. Then I am arrogantly told in the same mail "Please note it is the insurer’s decision whether to settle cash or to re-instate." The whole manner Brolink has dealt with this claim is totally unacceptable. I need this claim resolved my Mother at 86 finds anything out of the ordinary very stressful and has no idea why she is paying exorbitant insurance premiums out of her government pension every month and now for the first time she has claimed and the insurance is not fixing the verandah. She is also extremely worried that her insurance premiums will go up because I made her log a claim for this insured event. Brolink have shown no empathy or understanding of my Mother's situation, are quite happy to put my mother at risk, do not communicate and are very arrogant in the manner in which they are trying to bully us. This is definitely NOT the way any company should be dealing with loyal elderly clients, and their total lack of Customer Service is shocking to say the least.