Bad reputation

I think this is the last bad experience with Santam and I came to realise my business there is not valued anymore. I submitted a claim two weeks ago then I received claim number for a small claim they referred to as external assessor which is okay if that’s process. Assessor was appointed and I asked Santam two weeks ago to ask assessor to come that week because I was working from home, no response from Santam even the assessors when I texted them. Yesterday I send another email to Santam no one bothers to assist me. What a bad reputation they are creating !!!