After 22 years of being a client Santam sucks

My son was involved in an accident and after being a customer for 22 years we battle for a month now for the claim to be processed. We changed banks and because the bank did not do the debit order switch as requested we are being thrown around to try and sort everything out. When we wanted to make a direct payment Santam did not want us to do same and sais we must wait for the debit order to return unpaid then they will request same again. To date they still have not done it and after a month we must still fight for the claim to be paid