Bad service

Very disappointed with service received from santam. Mum id number ***. She passed away and i wanted to carry on with policy and just change policy holder to me as i am already premium payer on policy. Sent through all necessary documents from attorney etc. Got mail stating all doc received and case closed.I get mail sent yesterday after requesting changes for same docs.. Really.. Decided to cancel this. Logged a claim couple weeks ago when we had heavy storm sent through all pics on day when it rained and water coming down wall. Assessor worked through pics. Followed up and called with assessor and claims as everytime it rains water now coming through. Only yesterday i got call stating assessor said it could be existing problem. Who will leave water coming into their house without sorting it out???? Which will cause more damage and deal with insurers that do anything not to assist and sort out esp to clients who never missed premium and hardly ever had to claim.. Now they want to send out assesor on Tuesday to look at issue. He could have went when claim was logged if they willing to during lockdown.