disinterest and disservice

In August 2017 Indwe Risk Services sent us a letter telling us that as Santam underwrites our policy it had been decided it was best for everyone that Santam themselves took over the administration of the policy; this to take effect from the 1st October 2017. I phoned Santam at the beginning of October and they had never heard of us. The same happened on the 7th November and the 4th December. The young lassies I talk to don’t know anything and have to “find out” and phone me back, this time they didn’t. I had to phone again this morning. It took ten minutes for them to answer the phone (I timed it). If the girl has to talk to the people in charge then phone me, could I not talk to them personally? They are in Jo’burg, she said. They don’t have a phone? She had no idea when the policy will be handed over but they will contact me. They are totally *********** but are happy to take our money every month including a broker’s fee. The big joke is that when Santam take over, Indwe will be our “intermediaries”. We are not negotiating the release of hostages here; I can surely make telephone enquiries to Santam without an” intermediary”. Of course then they can’t claim their R70 pound of flesh a month for broker’s fees! We are not young people and this whole affair has been very stressful to us. I keep asking if in fact we are insured and make sure I get a reference number. Indwe’s lack of concern has been OUTrageous and I shall be contacting other agencies for a quote!