3rd party service provider sent by Santam damaged my house and Santam does not want to get involved

I had an emergency at my house at the beginning of this month (July). The service provider that was sent to my house damaged my wall (with the step ladder) when they entered the house. When i informed Santam, I was told that as the customer I should reach out to the service provider directly. I did not find that as an appropriate response but hey what can i do if they don't want to be involved. My thought is that they are the ones that hire these companies on our behalf, and rely on our rating of their services for their continued relationship. It has been 3 weeks and the company has not sent anyone. I cant really call Santam cos they have the "Andizi" attitude, and the service provider says they will send someone but to this day nothing. Just that Santam is good with premiums and have been good to me with claim payout as well, even customer service. It is just this incident that they are not handling so well for me that makes me dissatisfied with them.