Bad customer service

I have household, building and vehicle insurance cover with Santam and all the claim I had were never prioritized, no communication whatsoever. I would understand if my broker was kept in the loop, but he must always chase them as well. I am so disappointed in the overall service and how my claims were stagnant. Now I have a claim but don't know what is happening, in the App it says "finalized and closed", I sent Deli Tshuma an email to request an update, no response.