Absolutely disgusted in Santam service and no customer care

I have had my insurance policy with Santam for many years through my Broker Cyndre. Recently my broker was not up to standard and I decided to move away from my broker and take my policy over to Santam Direct. On 11June 2019, Ncomisa did a quote for me but advised me that there was an active claim that needed to be settled before we can proceed. Yesterday I called Santam Direct and give the consultant the ref number and she said she will give it to Ncumisa to call me before 10am yesterday morning. Today 09h00 I called again, asking to speak to Ncomisa, but now all of a sudden the consultant has no access to my profile neither could they transfer me. I hanged up the call at 15m27sec. This sure shows that Santam is really not for me. Now all of a sudden Santam can't meet the original quote they send me, saying quote has expired last month. Now its not my fault the panel shop took so long to settle the claim. Santam services is just as bad as the broker, so I think I'll get Outsurance, at least they don't put you on hold for 30min.