Claim not yet approved

Claim made on 29 April 2022 not yet approved cause they are saying they are struggling to get information from Santam which I used years back. Why must my claim be delayed because of Santam? Insurance is supposed to give you peace of mind when you have an accident but because this companies think they are clever they always want a way of not paying the claims. I am so disappointed because now i must suffer as a client because of a company i used years back. I am so disappointed in Old Mutual Insure